The role of a Collections Specialist is pivotal in maintaining positive client relationships while ensuring timely collection of outstanding balances. This opportunity is ideal for someone who is detail-oriented, takes initiative, and communicates effectively. The successful candidate will thrive in a dynamic yet structured environment and bring proven experience in collections and customer service. You will be responsible for a variety of duties, including data entry, cash reconciliation, and contract cancellations, while working closely with a collaborative team. Strong problem-solving skills and the ability to handle sensitive client matters with care and professionalism are essential.

You will be required to work in office, in Downtown Toronto; just off of Union station.

Monday – Friday 9am-530pm however some flexibility may be required

Key Responsibilities

Oversee and manage the collections process for clients Deliver outstanding customer service (“Super Duper Service”) with a clear understanding of service level agreements and client relationship protocols. Reach out to clients regarding overdue balances, payments, and service-related questions. Negotiate payment terms and solutions with clients in accordance with company procedures. Maintain account aging in line with company standards. Handle client communications and accurately document updates across multiple platforms. Prepare and manage the daily pre-authorized debit (PAD) report in Excel for leadership review. Investigate and address billing discrepancies and invoice concerns. Process payments received via PAD, credit card, or cheque. Set up client payment plans in accordance with contractual terms. Coordinate with internal departments including service and legal teams. Perform a range of administrative and financial tasks as needed.

Performance Expectations

Meet individual KPIs and service standards for internal and external clients. Deliver strong performance in areas such as customer communication, cash collection, arrears management, direct debit setup, outbound call volumes, debtor aging, and collections efficiency. Maintain consistent attendance and punctuality.

Qualifications

Minimum of 3 years’ experience in a collections role. Strong ability to resolve challenging customer issues with professionalism. Outstanding verbal and written communication abilities. Advanced analytical thinking and investigative research skills.

Perks and Benefits

Paid day off on your birthday 3 weeks vacation Enhanced health and dental benefits Registered Retirement Savings Plan (RRSP) matching program Prime downtown location near Union Station Increased vacation entitlement after 2 and 5 years of service