Senior Collections Specialist

2+ years of experience in a collection function or customer facing role
Strong communication skills in both English and French, including verbal and written proficiency
Strong interpersonal and negotiation skills
Experience serving as an escalation point
Knowledge of the finance industry (asset)

Lead and manage complex or high-value customer accounts with persistent delinquency, ensuring timely resolution and minimal write-offs.
Analyze aging reports and trends to proactively address risk accounts, recommend strategic actions, and collaborate with Sales, Billing, Sales OPS.
Develop and implement improvements to existing collection workflows and tools to enhance team efficiency and recovery rates.
Collaborate cross-functionally with Finance, and Sales on customer disputes, contract obligations, and resolution of high-risk accounts.
Support audits and ensure compliance with internal controls, privacy laws, and ethical collections practices.
Oversee or support the reconciliation of complex accounts and assist with escalated cash application discrepancies.
Proceed with and oversee daily cash applications to ensure timely and accurate allocation of customer payments.
Identify accounts that have failed the internal dunning process or are subject to bankruptcy, and refer them to third-party collection agencies as appropriate.
Review and authorize referrals to collection agencies, ensuring compliance with internal policies and external regulations.
Ability to negotiate and resolve customer disputes and payment delays.
Own monthly reporting on portfolio performance, collection KPIs, and risk exposure for leadership review.
Serve as the escalation point for junior collectors, providing guidance and mentorship on collection strategy, payment negotiations, and customer communication.