Client Financial Services, Team Lead

Job Summary

The CFS Lead is responsible for monitoring and managing the aging performance for assigned collection team. Determines appropriate Collection action is taken on delinquent accounts to minimize bad debt, reduce DSO and accounts receivable aging while monitoring adherence of Collectors to the Credit and Collection procedures and policies. This position is also responsible for leading selected projects to support the Client Financial Services Department.

• Monitor collection activities for collection team to drive performance (productivity), quality of customer interaction, and adherence to processes. Assess and manage workloads including account assignment.
  • Call Quality monitoring
  • Process quality reviews – Checklists
• Produce, analyze & distribute weekly/monthly reports; summarizing activities and highlighting any issues or problems for follow up.
• Review and analyze accounts with significant balances. Coordinate action to improve delinquency and drives resolution of outstanding disputes/issues including involving other functional areas and Senior Management as required. First level escalations (internal/external).
• Determine appropriate course of action for dealing with delinquent accounts; elevate internally with Account Management or with the client to determine the root cause, recommend transfer to third party collections or legal action.
• Monitor accounts receivable balances to identify trends and issues. Recommend improvements to the existing policies, procedure, and strategies to maximize timely collection of cash as per targets.
• Provide frontline technical support and guidance to collectors on policies, procedures, & systems functionality. Liaise with our technology partners for production support related issues, including opening tickets.
• Approve adjustments in accordance with schedule of authorization.
• Identify training and/or process issues that require action. Delivers training and/or addresses or brings to management attention depending on scope.
• Support projects/special assignments as required.
• Perform other related duties as assigned by management.
• Adhere to established policies and procedures.

• Solid knowledge of credit, collections and accounts receivable processes and procedures
• Strong conflict resolution and negotiations skills
• Excellent analytical and problem‑solving capabilities to ensure problems, complaints, and inquiries are handled tactfully, effectively and promptly; ability to recommend win‑win solutions
• Excellent communication (oral & written), organizational and negotiating skills
• Strong relationship building skills with all levels of management and clients (internal & external)
• Excellent leadership and interpersonal skills
• Excellent judgment and decision‑making capabilities
• Advanced knowledge of Excel. Proficient in other MS office tools
• Knowledge of accounts receivable and collections flow systems

5 years of related experience

Required:

Associate’s Degree or post‑secondary education in Finance or Accounting

• Customer First Focus
• Agility
• Accountability
• Leading and Developing
• Inclusion and Collaboration

Livingston is an equal opportunity employer and committed to creating and sustaining an inclusive environment in which all individuals are treated with dignity, respect and one which reflects the diversity of the community in which we operate. Accommodations are available for applicants and employees with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please advise when submitting your application.

Location:

ON Toronto - CN030