Original listing text, shown exactly as published by the company.
Key Responsibilities
Collections Strategy and Execution
- Define and execute the end-to-end collections strategy across products: credit cards, personal lines of credit, instant EFT, and margin (late stage)
- Manage the escalating treatment framework, from pre-delinquency nudges (in-app banners, payment reminders, autopay encouragement) through early-stage outreach, live agent calls, hardship programs, settlements, right of offset, credit bureau reporting, and third-party referrals.
- Design and manage workout programs (temporary and permanent hardship, reduced payments, interest rate adjustments, settlements, forbearance plans) with clear approval thresholds and exception processes
- Partner with data science to inform the design of new segmentation frameworks and risk-based treatment paths that shift collections from one-size-fits-all to personalized, data-driven engagement journeys
Risk, Controls, and Compliance
- Maintain current knowledge of evolving provincial rules (e.g., limitation periods, licensing, permitted contact practices) and ensure operational processes reflect changes in real time
- Ensure agents comply with all applicable regulatory frameworks across every Canadian jurisdiction, including provincial collection agency licensing requirements and PIPEDA guidelines.
- Serve as the operational authority executing within the boundaries of our collections policy
- Ensure audit readiness across all collections activity, including documentation of decisions, exception approvals, and change management for policies and procedures
Data, Analytics, and Financial Reporting
- Own performance metrics: roll rates, net recovery rate, cost to collect, days sales outstanding (DSO), promise-to-pay and broken promise rates, right party contact rates, and cure attribution
- Partner with Data Science to build and refine propensity-to-pay models, optimize treatment strategies through experimentation, and leverage segmentation and decisioning outputs to sharpen collections execution
- Collaborate with Finance and Credit Risk on recoveries forecasting, provisions, and the accounting treatment of delinquent and charged-off balances.
- Define requirements for dashboards and reporting rhythms that give our Risk Committee clear visibility into collections performance; partner with data science to build dashboards
AI and Automation
- Define the operational requirements for AI-powered collections tools, including payment intelligence, engagement tracking, reconciliation, and customer insights (best contact time, risk scores)
- Define and execute the digital-first collections channel strategy, including dialer optimization, contact rate management, best-time-to-contact models, and next-best-action recommendations
- Partner with Data Science and Engineering to build and deploy AI/ML-informed strategies, including repayment propensity models, roll prediction, optimal contact timing, and engagement scoring
Tooling, Vendors, and Third Parties
- Lead the evaluation and selection of collections case management software, addressing known gaps in audit/compliance logging, queue management, and investigator workflows. Own the transition from current tooling to a purpose-built collections platform
- Manage third-party collection agency relationships end to end: vendor selection, compliance audits, strategy alignment, performance management, and commercial terms. Build the operational processes for agency assignment, recall, and reconciliation of direct payments
- Determine when and how to expand to additional third-party partners or geographies based on cost, performance, and risk considerations
- Collaborate with Engineering partners to integrate vendor tools
People Leadership
- Lead, coach, and grow a team of collections associates and recovery agents
- Set the tone for how the team engages with clients. Collections at Wealthsimple should feel respectful, human, and solution-oriented. Every account in the collection process is a client, and there is always a chance they come back into good standing
- Build the team's capabilities to keep pace with a rapidly evolving landscape in AI, collections technology, and regulatory change
What You Bring
- Deep collections expertise: 8+ years in collections, credit risk, or loan servicing, with significant experience in unsecured consumer lending (credit cards, personal loans, or lines of credit). You know how collections actually works end to end, from queue segmentation and escalating treatment design to settlement negotiations and charge-off accounting
- A regulated mindset: You've operated in regulated environments (banking, fintech, financial services) and understand the interplay between collections strategy, compliance, and risk governance. Experience with Canadian provincial collections regulations is a strong asset
- Analytical Rigor: You're fluent in the metrics that matter. You use data to track operational efficiency, optimize agent performance, and make the case for change. Comfortable working with Data Science teams on modeling and segmentation
- A builder's disposition -- You've stood up or materially scaled collections operations before. You're comfortable defining processes, growing a team of agents, choosing tooling, and getting into the details while also setting strategic direction
- People leadership: Proven experience leading and developing operations teams. You set high standards, coach with care, and create environments where people do their best work
- Vendor management chops: Experience managing third-party collection agencies, including compliance oversight, performance accountability, and commercial negotiations
- AI curiosity: You're excited about what AI and automation can do for collections. You don't need to be an engineer, but you should have strong opinions about how technology can make outreach smarter, more humane, and more effective
- Industry pulse: You stay deeply connected to industry trends in collections technology, AI agents, and regulatory evolution
Bonus if you also
- Have experience with collections in a multi-product lending environment (credit cards plus other consumer lending products)
- Bring hands-on familiarity with modern collections platforms or CRM tools and understand the tradeoffs in build-vs-buy decisions for case management
- Have worked cross-functionally with Credit Risk, Finance, and Data Science teams to shape credit strategy
- Understand the financial mechanics of lending programs: how collections performance flows through to provisions, net loss rates, cost of funds, and program profitability
