Collection Vendor Relationship Analyst

Questrade Financial Group•Toronto, ON

78d•$55,000 - $65,000•Hybrid

About The Position

The Collections Vendor Relationship Analyst is responsible for supporting collection operations and vendor management daily. This role is part of the operations team that is responsible for the oversight of all collection agency vendors across the QuestEnterprise (“QE”) organization. This oversight includes the selection, onboarding, audit oversight, and recovery management of all agencies. The position plays an important role in managing the compliance, risk, and financial aspects of the Enterprise Collection team.

Requirements

Have 3+ years’ experience in collections, customer service, or other operational capacity
Have experience in the finance industry with knowledge of lending products such as credit cards or mortgages
Have solid understanding of the characteristics, attributes and risk factors associated with various loan types
Have solid understanding of credit bureaus
Have a university degree in business, risk, economics, or related field
Have strong interpersonal and relationship building skills
Have strong written and verbal business communication skills
Have strong attention to detail and able to complete tasks with a high degree of accuracy
Have high level of integrity, confidentiality, and accountability
Have sound analytical thinking, planning, prioritizing, and executing skills
Have strong knowledge of Office Suite Applications (preferably G-Suite)

Responsibilities

Responsible for supporting QE Collection Operations daily
Working with external agencies to ensure they meet the strict standards of collections as laid out by the QE Collections Team
Lead all training activities, including the creation of Standard Operating Procedures (“SOPs”) with all external collection agencies and vendors
Manage escalations from both internal and external collection agencies that deal with client disputes
Attend call calibration and audit reviews of external agencies to ensure their agents and Quality Assurance continue to meet the high standard required
Review all agency remittances to ensure accuracy
Work closely with accounting to ensure the accurate posting of remittances
Maintain inventory of all accounts assigned to agencies and work with internal team prior to the movement of accounts
Review accounts for potential legal assignment
Attend Small Claims Court Settlement Conferences, Hearings and Trials when required.
Collaborate with the Analytics & Strategy team to test and validate new strategies and system flows.
Collaborate with the internal Legal team as needed.
Conduct regular analysis on agency performance
Review weekly charge off assignments that are unable to be automatically assigned due and prepare for manual assignment
Coordinate the charge-off of insolvent accounts in accordance with credit policy
Review settlements as required
Constantly looking for ways to improve effectiveness and efficiency across the team
Other duties as required by the QE Collection team