Questrade Financial Group (QFG), through its companies - Questrade, Inc., Questrade Wealth Management Inc., Community Trust Company, Zolo, and Flexiti Financial Inc., provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, insurance, real estate services, financial services and more. Questrade uses cutting-edge technologies to develop innovative products that give customers better, more affordable ways to take control of their money.

We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about our mission and each other. Your team members will help you conquer challenges, push boundaries and discover what you are truly capable of.

At QFG, we have a culture of innovation where technology serves people—both our team and our customers. We see AI as a collaborative and transformative enabler, and we are seeking forward-thinking individuals who can ethically and effectively integrate it into their daily work. The ideal candidate will be a catalyst for change, helping us use AI to create a more efficient and rewarding employee experience while also developing cutting-edge solutions that delight and serve our customers. Join us in shaping a future where AI empowers our team to do their best work and helps us deliver unparalleled customer experiences.

This is a place where you can explore, discover and learn with continuous growth. As a diverse and inclusive place to work, with a hybrid working environment you can unleash your creativity and curiosity with no limits. If you share the same sense of infinite possibility, come shape your future at QFG.

What’s in it for you as an employee of QFG?

• Health & wellbeing resources and programs
• Paid vacation, personal, and sick days for work-life balance
• Competitive compensation and benefits packages
• Work-life balance in a hybrid environment with at least 3 days in office
• Career growth and development opportunities
• Opportunities to contribute to community causes
• Work with diverse team members in an inclusive and collaborative environment

We’re looking for our next Manager, Special Collections. Could It Be You?

Reporting to the Director of Collection Operations the Manager, Special Collections is accountable for the day-to-day operations of the Specialized Collection teams including Estates, Insolvency, Legal, Early Recovery functions, Condo Management and Mortgage Admin Management.

The Manager of Special Collections is accountable for providing leadership, direction and mentoring the team while fostering a positive work environment. The Manager creates and maintains strong internal relationships, both within the cross-departmental team and looks for opportunities to improve and streamline processes to reduce delinquency and maximize benefit to the Organization.

Need more details? Keep reading…

In this role, responsibilities include but are not limited to:

• Support Director, Collections Operations to ensure collection operational performance meets and exceeds organization goals.
• Improve Quest Financial results by providing insight and leadership and efficiently executing on the Special Collection Programs in support of the various divisions within Quest financial.
• Manage Vendor relationships providing services to Special Collections such as Insolvency Processing, Estate/Executor Communication, and Client Communication to provide proactive default solutions to reduce delinquency and mitigate loss.
• Manage and track performance of Special Collection Programs with regular reporting to Senior Management.
• Manage and support the ongoing financial commitments of Flexiti’ s debt sale programs through the monitoring of direct payments to Flexiti on sold debt, the buyback of ineligible accounts, and the regular remittance to debt buyers to adhere to contractual SLAs.
• Manage and support the CTC collection operations Default admin process including oversight on Payment processing, Collection and legal support functions.
• Ensure the team uses critical judgement in investigating and analyzing accounts to determine client’s situation and ability to pay in order to make the optimal decision for Flexiti. This includes managing client experience, reputational risk, and financial performance.
• Ensure exceptional service to clients through professionalism, diplomacy, and compliance with regulations.
• Identify and lead process improvement initiatives across the entire collections team.
• Provide effective leadership, coaching, motivation, recruitment, and development of staff.
• Participate in recommending strategic direction for the department regarding collection tactics, campaigns, resource planning, and technology platforms.
• Reduce operational expenses through the creation of efficiencies and increase recoveries through continuous process improvement.
• Support Enterprise collection operations to include Flexiti, CTC and Questrade
• Third Party Management: FreshWorks, FCT / Canaccede and KDC (Mailings & Communications)
• BCRM Third Party Contingency Planning & Oversight
• Proactive Charge Off & CAP Support
• CTC Support and SOP Creation/Organization (Procedure Flow Buildout)
• Team Organization & Prioritization Platform Management – Centralized Initiatives (Trello, Planner, JIRA)
• Develop reporting to measure key KPI’s for team and key Vendor metrics

So are YOU our next Manager, Special Collections? You are if you…

• Have a post secondary degree or diploma, business related field preferred.
• Have 5+ years of collections experience preferably in a financial services environment
• Have strong knowledge of collections practices, laws, and regulations.
• Have strong problem-solving skills, with the ability to think creatively and find innovative solutions to collections challenges.
• Have excellent attention to detail, ensuring accuracy in all records and communications.
• Have strong interpersonal skills, with the ability to build and maintain positive relationships with customers and colleagues.
• Have experience using data analytics to drive business improvements and effective workforce management.
• Have experience leading and executing on initiatives to improve overall department efficiency while delivering a better customer experience.
• Have experience leading teams including managing performance, coaching, developing and engaging employees.

Additional Information…

• Please note this role will be required to be in office 3 days a week

Sounds like you? Click below to apply!

#LI-MC1

#LI-HYBRID

At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence—not only for the benefit of our customers, but for those who build their career with us.

Questrade Financial Group of companies Applicant Tracking System utilizes artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review.

Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.