Collections & Credit Agent

Wainbee Limited•Mississauga, ON

2d•Hybrid

About The Position

The Collections Team Lead – West & Central will be responsible for overseeing the collections function across the Western and Central regions, ensuring timely cash collection, minimizing aging, and reducing credit risk. This role will lead day-to-day collections activities, drive performance against key KPIs, and provide coaching and direction to the collections team. The Team Lead will partner closely with Sales, Operations, and Finance to resolve disputes, improve processes, and strengthen customer account management. This position plays a critical role in optimizing working capital and supporting Finance’s objective of being a proactive, data-driven business partner. The Collection & Credit Agent role involves managing assigned portfolios, calling customers for outstanding payments, monitoring customer accounts for discrepancies, and maintaining detailed online documentation of collection efforts and correspondence with clients. This role also requires researching and reviewing accounts, considering payment habits, sales history, and previous collection measures, implementing industry best practices to resolve customer issues, processing credit card payments, and preparing regular and ad-hoc reports. Additionally, the agent will recommend accounts for transfer to a collection agency and assess customer solvency. The role also emphasizes providing exceptional customer service to internal and external customers, responding to inquiries, resolving issues, and offering guidance on credit-related matters. Developing and maintaining positive relationships with customers, sales teams, and other stakeholders, and collaborating with sales teams to understand customer needs and provide credit solutions aligned with business objectives are also key aspects of this position.

Requirements

4+ years of experience in collections
Strong understanding of AR processes, aging analysis, and cash flow impact (DSO)
Experience working with ERP systems (Microsoft D365 preferred); advanced Excel skills preferred
Strong analytical and problem-solving skills with a data-driven mindset
Excellent communication and stakeholder management skills across cross-functional teams
Ability to manage multiple priorities in a fast-paced environment and drive accountability
Minimum of 1 years’ working experience in customer collections with post-secondary education.
Strong computer skills, especially in Microsoft Excel.
Proficiency in using credit evaluation tools, software, and Microsoft Office applications.

Nice To Haves

Prior experience in a lead role preferred
Experience with ERP systems (Microsoft D365 preferred)
Advanced Excel skills preferred
Experience with ERP (Accounting system – Sage, SAP, Oracle) D365 is an Asset.

Responsibilities

Lead daily collections activities across West & Central portfolios, ensuring consistent follow-up and adherence to collection strategies
Monitor and drive performance against key KPIs, including DSO, % current AR, aging buckets, and promise-to-pay adherence
Review aging reports and prioritize high-risk accounts, ensuring timely escalation and resolution
Coach, mentor, and support collections team members to improve effectiveness and accountability
Partner with Sales and Operations to resolve customer disputes and prevent recurring billing or service issues
Establish and enforce standardized collection processes, communication cadence, and escalation protocols
Analyze collection trends and identify opportunities to accelerate cash flow and reduce past-due balances
Support credit risk management by providing input on customer credit limits and payment behaviors
Prepare regular reporting and insights on AR performance for leadership, including variance analysis and action plans
Drive continuous improvement initiatives, including process enhancements and system utilization (D365)
Assist with audit requests and ensure proper documentation and internal controls are maintained
Manage assigned portfolios, call customers for outstanding payments, and monitor customer accounts for discrepancies.
Maintain detailed online documentation of collection efforts and correspondence with clients.
Research and review accounts, considering payment habits, sales history, and previous collection measures.
Implement industry best practices to resolve customer issues related to goods/services.
Process credit card payments.
Prepare regular and ad-hoc reports, recommend accounts for transfer to a collection agency, and assess customer solvency.
Provide exceptional customer service to internal and external customers.
Respond to inquiries, resolve issues, and offer guidance on credit-related matters in a timely and professional manner.
Develop and maintain positive relationships with customers, sales teams, and other stakeholders.
Collaborate with sales teams to understand customer needs and provide credit solutions aligned with business objectives.