Senior Collections Specialist

The CanCap Group (“CanCap”) is a privately-owned Canadian national financial services company with multiple verticals across automotive, consumer, and merchant lending portfolios. We manage the entire lifecycle of the finance receivable from credit adjudication through contract administration, customer service, default management and post charge-off recoveries.

We are a company of innovators. We learn from each other, respect each other, and create together. When it comes to our customers, partners, and each other, we are always motivated by doing the “right thing”. We seek to find the best people and the right methods that allow us to meet this goal and look to the future for growth.

What your Day could look like:

Aligned with the Repayment Servicing Team, a Senior Collections Specialist plays an essential role by establishing achievable repayment resolutions with customers to maximize the recovery of outstanding debts once they have charged off. As a senior member of the team, you will manage the more complex and escalated accounts and serve as a resource and mentor to your colleagues. Responsibilities include:

• Contacting defaulted account holders via phone, email, and text to negotiate repayment plans and settlements on bad debt deficiency balances, including complex, high-balance, and escalated accounts.
• Reviewing customer accounts to determine the appropriate course of action for current and future debt recovery, and approving settlements and arrangements within delegated authority.
• Investigating and resolving discrepancies in payments, identifying reasons for non-payment, and acting as the escalation point for customer disputes and complaints.
• Documenting all communication with customers and maintaining accurate records of collection efforts.
• Collaborating with other departments, such as customer service, legal, or repossessions, to resolve outstanding debt issues, including coordinating files that require legal action or third-party agency placement.
• Applying proven strategies to minimize bad debt losses and maximize recovery rates, and identifying trends and opportunities to improve team results.
• Mentoring, training, and supporting team members, including reviewing calls and account files for quality and compliance.
• Adhering to, and helping the team adhere to, all relevant laws and regulations governing debt collection practices.
• Providing regular updates and reporting to management on the status of defaulted accounts, recovery performance, and team trends.
• Leading the development and implementation of policies and procedures related to debt recovery.

What you bring:

• A passion to accept challenges and appreciate achieving our Team goals.
• An ability to communicate effectively both verbally and in writing, with strong listening and negotiation skills.
• A detail-oriented personality with strong organizational skills.
• Maturity and self-motivation; you set goals and establish a workplan to achieve those goals.
• You like people! You want to achieve success both personally and by helping the Team grow, including coaching and supporting less experienced colleagues.
• 3+ years of collections experience in a consumer lending environment (banking/financial services/auto lending), with experience handling charged-off or deficiency balances.
• Strong knowledge of Canadian debt collection laws and regulations.
• Sound judgment and the confidence to make settlement decisions within delegated authority.
• Satisfaction in achieving a high degree of accuracy within a fast-paced environment.
• Knowledge of Shaw Collections System is an asset.
• Proficiency with lending software and Microsoft tools: intermediate to advanced user experience with Excel, Word, and Outlook.

What you can expect from us 

Our Employee Experience is aimed at supporting and inspiring our talented team through:

• A passionate team dedicated to the support and empowerment of others 
• An environment where creative, innovative thinking is encouraged 
• Health and dental coverage for you and your family  
• Time off to re-energize with a starting vacation entitlement of 15 days/year as well as personal days 

Additional Information  

• Shifts for this role will may include the hours of 9:00am to 9:00pm, Monday to Saturday 
• Hybrid work schedule – 60% at our Mississauga location, if residing in the area
• To be considered for employment you will need to successfully pass a criminal background check, and validation of your work experience.  

Next Steps 

Adding to our team is one of the important steps that happens in our business. We’ve taken time to be purposeful and thoughtful with this job posting. Please take time to do the same with your application. Help us understand how you see your work experience as relatable to this job posting. Help us understand how you would be a great addition to our team.

Diversity and Inclusion

AutoCapital Canada is an equal opportunity employers and value diversity. We are committed to building and evolving a team reflecting a variety of backgrounds, perspectives, and skills.

Thank you to all interested applicants. Only candidates who possess the experience, skills, and qualifications outlined above will be contacted for next steps in the hiring process.

Use of Artificial Intelligence

Please note that CanCap may use artificial intelligence (AI) tools to help screen, assess, or select applicants during the recruitment process. All hiring decisions are made by our team.