Credit and Collections Team Leader

Role Description

• Team leadership: Support, coach, train, existing new team members; oversee collection activities and ensure individual/team objectives are achieved.
• Collections management: Support the overall collection efforts to minimize financial losses, including determining when accounts should be referred to external collection agencies and evaluating agency performance.
• Strategic accounts: Personally manage a portfolio of high value/strategic accounts, driving collections while maintaining strong customer relationships.
• Cash forecasting: contribute to cash collection forecasts and projections, tracking expected receipts and identifying risks.
• Cross-functional collaboration: Partner closely with Finance, Billing, Sales Operations, and Cash Posting teams to improve billing accuracy, order entry, cash application, and service delivery.
• Dispute and escalation management: Resolve complex or ongoing customer complaints related to billing and services by coordinating with the appropriate internal teams. 
• Process improvement: Develop and implement policies and processes that improve collections effectiveness and upstream/downstream financial operations.
• Training & development: Train new hires and provide ongoing coaching to existing team members to improve performance.
• Projects & initiatives: Support special projects and broader organizational initiatives as required.
• Reporting and Analysis: Responsible for the preparation and distribution of various reports.

Key Areas of Responsibility

• Develop and implement strategies to increase the rate and efficiency of successful collections on outstanding debts. Support SR Manager in the recruitment, training and daily management of the collections team. Assist in setting targets and monitoring performance of the collections team. 
• Conduct risk assessments and analysis on potential clients and be involved with regular audits to ensure compliance with collections laws. Maintain a comprehensive understanding of the company’s credit policy. Conduct negotiations with debtors to establish repayment plans. 
• Oversee and approve the write-off process for uncollectible debts. Report on collection activity and accounts receivable status. Resolve high-level disputes or complaints regarding collections practices
• Work cross-functionally with internal departments to settle outstanding customer issues (i.e., sales, cash posting, billing, and operations for outstanding claims.)
• Back up responsibilities for the credit approval process including weekly reporting
• Support the Sr Manager Credit and Collections with; 1) Agency monthly meetings and evaluation of their performance to minimize bad debt write-offs; 2) Ensuring that any accounts reported to collection agency and lawyers are properly registered in the system; 3) Handle escalations and inquiries from the collection agencies and lawyers. 
• Monthly Reporting of KPI Results and other reporting as needed.
• Management of an aging. Including contact with customers to collect assigned receivables within your portfolio.  Responsible adhoc reporting.

What you'll bring

• College/technical school diploma 
• CCP Professional Designation or Enrollment (Asset)
• 7 to 10 years of collections experience in a commercial environment 
• Advanced to Expert- PC skills (Microsoft Office: Excel, Word, Outlook) 
• Accounting / System experience, Workday, Salesforce, Zuora Billing and Collection 
• Bilingual – French and English (Written/Verbal)- Preferred
• Strong aptitude or experience in coaching is required
• Strong organizational & time management skills: working under deadlines and responding to multiple demands
• Very strong communication skills (written & verbal) and a sense of group dynamics.
• Good situational and analytical skills required. Able to assess situation under pressure is an asset.
• Effective team player

What's in it for you

We understand that there is life at work and life outside of work. Here are a few benefits we all benefit from that support us to be our creative best. 

• Gym discounts 
• Employee and Family Assistance program 
• Virtual wellness events 
• Conferences & training budget 
• Regular internal training programs 
• Financial planning with 3% matching Pension  
• Competitive salary 
• Annual bonus structure 

Compensation

The expected compensation for this position is 75K-80K. This role also includes a monthly incentive and an annual bonus.

For a career where you can drive our business and shape your future, apply now.