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Job Description
- Own and manage a personal portfolio of customer accounts – perform direct collections, make calls, send follow-ups, and resolve disputes to ensure timely payment, representing a significant portion of the role’s responsibilities.
- Conduct “second voice” escalated calls and assist with high‑risk or disputed accounts.
- Reinforce collection targets, monitor performance, and ensure team goals are achieved.
- Review aging reports, identify problem accounts, and recommend delinquent accounts for collection agency placement.
- Provide updates to Controller regarding high‑risk accounts, collection forecasts, and overall receivable trends.
- Approve credit limits for new and existing customers in alignment with company policies.
- Support cash/cheque/EFT deposit processes when required.
- Coordinate with Sales and Operations to resolve disputes and maintain strong customer relationships.
- Train, coach, and mentor collections staff on best practices, negotiation, and communication.
- Assist Accounting with special projects, reconciliations, and reporting.
- Maintain accurate and confidential customer credit files and records.
- Recommend process/system improvements to enhance collection efficiency and reporting accuracy.
Requirements
- College diploma or degree in Business/Finance/Accounting preferred.
- 5+ years of progressive credit & collections experience, including at least 2 years in a supervisory/team lead role.
- Strong leadership and coaching abilities, with a hands‑on approach to collections.
- Excellent communication, negotiation, and conflict‑resolution skills.
- High level of analytical and problem‑solving skills.
- Organized with ability to manage multiple priorities and meet deadlines.
- Proficiency with MS Office (Excel, Word, Outlook); ERP/AR system familiarity an asset.
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