Collections

• 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

Explore Team Lead, Collections at Wealthsimple. Review requirements and application details.

Team Lead, Collections

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Team Lead, Collections

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