Team Lead, Collections

Wealthsimple

. Lead a frontline squad of Collections Specialists working delinquent credit card and retail banking accounts .

Posted 11/6/2026full-timeRemote • CanadaSenior💰 CA$68,000 - CA$85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading collections teams within financial institutions, focusing on consumer lending, delinquency management, and adherence to Canadian collection regulations. Proficient in analyzing performance trends and implementing operational improvements while fostering agent development and effective communication with external partners.

Highest-signal resume keywords

Frontline Leadership ExperienceConsumer Lending ExpertiseCanadian Collection Regulations KnowledgeOperational Bottleneck IdentificationBilingual Proficiency in French and English

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Delinquency ManagementPayment RestructuringSettlement NegotiationCall AuditingPerformance Trend AnalysisWorkflow StreamliningAI Call TranscriptionAutomated QA ScoringReal-Time Agent-Assist PlatformsClient Complaint Resolution

Soft Skills

De-Escalation SkillsNegotiation SkillsCoaching AbilitiesCommunication Skills

Tools & Technologies

ZendeskWorkatoInternal AutomationsSlack

Industry Keywords

CollectionsCredit CardsRetail BankingFinancial InstitutionFintechCollection AgencyPrivacy StandardsPermitted Calling Hours

About the role

Key responsibilities & impact

Lead a frontline squad of Collections Specialists working delinquent credit card and retail banking accounts
Manage intraday queues and outreach across delinquency stages to hit contact, cure-rate, and recovery targets
Monitor delinquency trends and deploy squad capacity to high-risk balances while adhering to regulations
Resolve escalated accounts involving severe financial hardship, settlement exceptions, disputes, insolvencies, and client complaints
Oversee external collection agencies, including daily workflow handoffs, Slack escalations, training, and QA
Track queue and bucket-level data to identify roll-rate spikes, root causes, and operational adjustments
Develop specialists through weekly 1:1s, live call monitoring, and calibrations
Audit calls and enforce Canadian federal/provincial collection rules, permitted calling hours, and privacy standards
Serve as the operational bridge between internal teams and external collection agency partners

Requirements

What you’ll need

2+ years of frontline leadership experience leading collections or outbound recoveries within a financial institution, fintech, or collection agency
Deep grounding in consumer lending and delinquency, including credit cards, retail banking, payment restructuring, settlements, and insolvencies
Working knowledge of Canadian collection regulations, specifically permitted calling hours, contact-frequency limits, and privacy rules
Experience identifying operational bottlenecks and streamlining workflows using tools like Zendesk, Workato, and internal automations
Hands-on adoption of AI and automation tools, such as AI call transcription, automated QA scoring, and real-time agent-assist platforms
Ability to analyze performance trends across queues, agents, and delinquency buckets to adjust daily operations
Exceptional de-escalation and negotiation skills, with experience coaching agents through complex, vulnerable, or adversarial client conversations
Experience coordinating with external collection agencies on workflow handoffs, calibration, and QA is an asset
Bilingual proficiency in French and English is a strong asset
Legally eligible to work in Canada

Benefits

Comp & perks

Top-tier health benefits and life insurance
Long-term group savings with employer match, through Wealthsimple for Business
20 vacation days
4 wellness days
Unlimited sick and mental health days per year*
Work outside Canada for up to 90 days per year*
Employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS
Equity compensation for permanent employees