Collections Team Lead (Commercial)

What you will do?

You will be responsible for leading a team of Account Resolution Specialists and supporting the Asset Management Manager by working closely with our customers and dealers in all phases of the retail account management and account resolution process for VFS Canada Trucks, Construction Equipment and Coach Portfolios. This role requires a high sense of urgency, organizational skills, energy and multitasking in a fast-paced environment. You will work closely with all areas of the business including sales, credit, repossession, remarketing, end-of-term, accounting, legal, and capital market resources to minimize losses and meet internal KPIs. This position reports to the Manager, Asset Management.

You will work in a collaborative, on-site, office-based environment at our location in Mississauga, Ontario, partnering daily with colleagues and dealer partners to resolve customer situations. We celebrate wins and learn from challenges, transforming together to stay flexible, fast, and customer focused. 

Key Responsibilities:

• Directly lead the Account Resolution Specialists and provide coaching, guidance, development, support, and complete talent review for the team members.
• Manage a portfolio of delinquent customer accounts to ensure payment & insurance coverage irregularities are brought into compliance as quickly as possible.
• Work with customers to determine the reason for delinquency and help develop a long-term solution including negotiating payment arrangements, providing assistance through workouts/ modifications or mitigating the loss by repossessing the collateral.
• Field, Filter, and evaluate modification requests by gathering information for credit/ underwriting review.
• Analyze delinquency and watch list reports to monitor the status of past due customer accounts.
• Work as a liaison across multiple departments within VFS and the Volvo Group to provide the highest level of customer service for our customers.
• Work closely with the Asset Management Manager to provide strong leadership and guidance to the Account Resolution, Repossessions and Recovery functions through all phases of the delinquency process.
• Review status of delinquent accounts with key stakeholders on a routine basis to achieve and maintain portfolio quality/ goals.
• Provide regional analysis on delinquency and loss trends, recommends, and implements appropriate collection strategies for delinquent accounts within authority levels.
• Assure compliance with collection, repossession, credit reference policies, and legal requirements.
• Supervises correspondence on delinquent accounts that require special handling as needed.
• Conduct performance touchpoints in partnership with management by providing feedback to employees and maintaining effective two-way communication.
• Identify and implement process improvements that increase efficiency, effectiveness and collection performance across the business.
• Partner with leadership to develop appropriate metrics to measure and track performance.
• Responsible for sharing best practices and procedures, resolving issues, gaining cross-functional knowledge, and providing support throughout the organization.
• Ensure all Account Resolution Specialists are trained to understand and perform their responsibilities and requirements as per the guidelines.
• Performs other duties and special projects as required by the business.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified, and they may change at any time.

What you bring?

Do you dream big? We do too, and we are excited to grow together. In this role, you will bring:

• Bilingual verbal and written in French is an asset.
• BA/BS in Business or related field, or equivalent work experience in the financial services industry.
• 5+ years of progressive experience in the transportation construction, equipment leasing or financial services industry and/or general collections/receivables management experience preferred. 
• Experience with sales, credit and operational aspects of the financial services industry and dealership environment highly preferred.
• Effective level of ambition and ability to understand team and corporate objectives.
• Experience in an environment with a focus on customer service and process improvement preferred.
• Experience as an innovation problem solver with advanced analytical skills.
• Excellent organizational skills, with the ability to prioritize and work effectively on multiple tasks in a fast-paced, demanding environment. 
• Strong written, verbal and interpersonal communication skills.
• Exceptional business writing and presentation skills.
• Strong proficiency in Microsoft Office Suite (Word, Excel, etc.).

You will be successful in this role if you are good at problem-solving, a critical thinker, thrive in a team environment, and like to look at the big picture.

What’s in it for you?

In addition to being part of a high-performing team in a fast-paced, rewarding environment, our benefits package also includes the following:

• Competitive compensation package including eligibility for a discretionary company bonus.
• Generous RRSP employer matching contributions.
• Group health, dental, LTD insurance, and EAP program.
• Career development with global prospects.
• A dedicated Health & Wellbeing program.
• Volvo Group University for professional and personal development.
• The opportunity to do truly meaningful work in a supportive, constructive culture that encourages you to make the most of your talents.

Volvo Financial Services is an on-site business, and we understand that you might need occasional or temporary flexibility, which your leader is equipped to manage and as it fits well with our culture, as being together enables us to build upon our innovative and collaborative culture, as well as develop you for continued success.

Your future team:

In VFS, we demonstrate a clear vision to continue Transforming Together, a global mindset and a proven track record of successfully developing people, teams, culture, and leadership. By interacting with each other as an on-site business, we build relationships, which allow us to work together more efficiently and form stronger bonds with our colleagues and customers.