Team Lead, Collections
Core
Lead a frontline squad of Collections Specialists to recover balances on delinquent credit card and retail banking accounts while ensuring fair, compliant, and human interactions.
Role type
Senior Team Lead, Collections
Builds
Collections operations for Wealthsimple's credit card and retail banking portfolios
Domain
Financial Services / Collections / Credit Risk
Required skills
Frontline leadership, consumer lending knowledge, Canadian collection regulations, process automation, data analysis, de-escalation, negotiation
Preferred skills
External agency coordination, bilingualism (French/English), AI/automation tool adoption
Technologies
Zendesk, Workato, AI call transcription, automated QA scoring, real-time agent-assist platforms
Responsibilities
Manage intraday queues and outreach to hit recovery targets; Monitor delinquency trends and deploy squad capacity; Resolve escalated accounts including disputes and insolvencies; Oversee external collection agencies for workflow and QA; Track queue data to spot roll-rate spikes; Develop specialists through coaching and monitoring; Audit calls for regulatory compliance.
Seniority
Senior, hands-on IC with team leadership