Website Fairstone Bank
At Fairstone, our culture is built on strong values and leadership principles that define the expectations we have for working together and with our customers. We help Canadians find the right solution to meet their needs with a variety of products and services. Our values and principles guide the actions we take to ensure our customers get the best experience possible.
Be part of our talented and growing team! We are currently looking for a Specialist, Centralized Collections – Collection Agencies, to join our team report to the Senior Manager, Collections.
As a Specialist, Centralized Collections – Collection Agencies, will support the Centralized Collections business unit to, maintain and manage day to day performance of outsourced collection activities for various products within the organization as assigned, such as retail financing, consumer loans, automobile financing etc. You will ensure all vendors are compliant and respecting contract engagements as well as supporting partnership to achieve targeted delinquency goals with lowest possible loss ratios and minimal risks. In addition, you will In addition, lead and support Call Quality Assurance of vendors through call evaluation audits, call calibrations as well as supporting with training and certification of internal call flow standards and expectations.
“Be a part of our inclusive workplace where diverse perspectives drive innovation and excellence.”
WHY JOIN US?
BECAUSE WE ARE PROUD TO BE One of Montreal’s Top Employers for 2025 for the fifth consecutive year by the editors of Canada’s Top 100 Employers.
We Offer
• Work-Life Balance: Our 37.5-hour workweek and hybrid model (3 days in-office) promote a healthy balance.
• Wellness: Tailored well-being solutions available 24/7.
• Time Off: Minimum 15 paid vacations, 6 wellness days, with federal holidays.
• Community Support: Paid Volunteer Day to give back to your community.
• Retirement Planning: Employee and employer contribution pension plan, plus the Fairstone Retirement Savings Plan
• Development: Access to Fairstone Academy for comprehensive training and skill development.
• Employee discounts: Exclusive access to discounted products and services, including car insurance, hotels, attractions, movies, gym memberships, and more.
WHAT WILL YOU WORK ON?
• Manages day to day outsourced activities with collection agencies
• Ensure agencies are compliant and are respecting contract engagements
• Monitor performance daily, weekly, monthly & quarterly and propose adjustments when needed
• Daily performance calls:
• Have daily touchpoints with agencies to discuss performance, daily projections, opportunities, improvements and other production related issues
• Ensures that KPI’s are met
• Reviews and audit assigned accounts and workflows of collection to provide insights and recommendations
• Escalations: Resolve escalations and inquiries from agencies that are partner related in an efficient and timely matter
• Ensures best practices are being met with a focus on reducing delinquency and improving overall customer experience
• Internal Call Flow Champion & Subject Matter Expert
• Leads by example in delivering exceptional, positive customer experience that builds trust through expertise, responsive service and support
• Market Share process and communication
• Manage Incentive plan to drive partner performance
• Oversee all agency related inquiries (assigned internal inbox)
• Oversee vendor monthly invoicing and accruals
• Constantly promoting opportunities to create automation & optimize process improvements and or efficiency gains
• Follows departmental policies and procedures
• Maintains current knowledge of collections strategies, practices, and trends and integrates into customer conversations in a professional manner
• Develops agency action plans and solutions in the effort to maximize recoveries and or improve agency partner performance
• Support in agency onboarding and selection process
• Reporting analytics & support
• Design, implement and validate agency partner operational and efficiency strategies to reduce delinquency and losses
• Develops and maintains long-term relationships with both internal and external stakeholders
Who Are We Looking For
• Highschool Diploma or equivalent to a minimum of 5 years’ experience in collections and financial services industry
• Two + years of vendor management/supervisory experience
• Excellent verbal and written communication skills in English and French (required)
• Ability to present and communicate to senior leaders (required)
• Advanced Microsoft Excel skills (required)
• Knowledge of all provincial compliance regulations for call quality assurance
• Proven experience & knowledge with Customer Experience and Collections call quality (required)
• Advanced knowledge of consumer lending and financed products
• Ability to resolve problems with minimal guidance
• Develops and maintains long-term relationships with both internal and external stakeholders
• Evidence of supporting continuous business improvement and delivering high-performance standards
WE ARE PROUD TO BE: Montreal’s Top Employers 2025 by Canada’s Top 100 Employers!
Learn more:
https://www.fairstone.ca/en/about/canadian-lender
Follow us on LinkedIn:
https://www.linkedin.com/company/fairstone/mycompany/
If you have a preferred language for communication, please kindly inform us whether you prefer French or English on your application.
Fairstone is an equal opportunity employer. Accordingly, we will make reasonable accommodations to respond to the needs of people with disabilities. Individuals who view themselves as Aboriginals, members of visible minorities, and disabled are encouraged to apply in confidence.
Time Type
Full time
Job Type
Permanent