Bilingual Collections Manager

Adecco is currently seeking a dynamic Bilingual Collections Manager to join our client’s team in Toronto, ON. This is a full-time position responsible for supervising collections activities, leading a team of collection associates, and ensuring the adherence to collections key performance indicators (KPIs) and approved collection strategies for the delinquent portfolio.

Position Overview:
As a Collections Manager, you will play a pivotal role in coaching, training, and managing the performance of collection associates. You will be responsible for implementing and overseeing collection strategies, managing day-to-day operations, and fostering a culture of excellence in collections effectiveness.

Key Responsibilities:

Coaching, Training, and Performance:

• Continuously monitor collection calls to develop essential skills such as collection techniques, negotiation, and emotional intelligence.

• Conduct bi-weekly one-on-one meetings with employees to engage them and review their performance.

• Ensure that all collections procedures align with applicable policies and propose changes as needed.

• Ensure associates strictly adhere to approved policies and procedures.

• Manage scheduling, including defining shifts, approving vacations, and addressing illness.

• Measure and analyze team and individual performance.

Delinquent Portfolio Management:

• Implement approved collection strategies, encompassing calls, emails, and SMS communications.

• Manage and execute dialer campaigns, including list creation and assignment based on the collection strategy.

• Coordinate the administration of the predictive dialer, overseeing open/close groups and list assignments.

• Develop a weekly collection approach based on current performance standings.

Day-to-Day Operations:

• Efficiently handle complaints and escalations.

• Lead 15-minute weekly huddles to ensure adherence to procedures and gain insights into customer behavior in delinquency.

• Execute monthly business reporting.

• Address system issues promptly and escalate as necessary.

• Implement applicable contingency plans as required.

• Collaborate with other teams to resolve issues, contribute to corporate goals, and enhance customer satisfaction.

Qualifications:

• Prior experience in a contact center environment with a strong understanding of Collection KPIs.

• Bilingual – must be able to speak English/French

• 2-3 years of collections management experience across various products (secured/unsecured).

• College degree (preferred but not mandatory).

• High school diploma (mandatory).

• Completion of training in collections and negotiation techniques.

• Familiarity with auto lease agreements and conditional sales contracts.

• In-depth subject matter expertise in collections operations.

• Exceptional leadership skills that empower team members to excel.

• Proficiency in effectively transferring knowledge and setting expectations for team members.

• Ability to balance the need to collect payments while minimizing call duration.

• Outstanding task prioritization skills to efficiently manage responsibilities.

• Capability to foster collaboration across different teams and build bridges.

• Strong emotional intelligence, facilitating effective conflict management and relationship-building.

• Proficiency in managing conflict and establishing robust relationships with team members.

If you are seeking a long-term career opportunity in a challenging and dynamic environment, and you possess the skills and leadership qualities mentioned above, we strongly encourage you to submit your application. This role offers a competitive salary, outstanding benefits, and the chance to play a substantial role in the collections field.

To indicate your interest in this position, please apply online. A recruiter from Adecco will reach out to you shortly. Join our team and lead a committed group of professionals towards achieving excellence in collections.

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