Team Lead, Collections

🔥 39 minutes ago

🇨🇦 Canada – Remote

💵 CA$68k - CA$85k / year

⏰ Full Time

🟠 Senior

📞 Collections

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Wealthsimple

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2014

💼 Consulting

🛡️ Insurance

💳 Fintech

💰 $393M Series E - Wealthsimple on 2025-10

Consulting • Insurance • Fintech

Wealthsimple is a Canadian financial technology company that provides consumer banking, investing, and wealth management services. It offers chequing accounts, savings, credit cards, self-directed trading (stocks, ETFs, options), cryptocurrency trading, managed portfolios, tax services, and advisory wealth management for high-net-worth clients. Wealthsimple combines digital-first banking and low-fee investing products aimed at retail customers, along with tools and educational content to support personal finance.

📋 Description

• 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

• 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

• 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

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume