Senior Resolutions Specialist

Fig • Toronto, ON

1d • CA$60,000 - CA$70,000 • Hybrid

About The Position

As a Senior Resolutions Specialist at Fig, you will play a critical role in overseeing and optimizing our recovery operations. Acting as a key point of contact internally for escalations related to external collections vendors, you will help ensure operational excellence, compliance, and effective borrower resolution strategies across the collections lifecycle. This role is ideal for someone who thrives in a fast-paced environment, has strong experience in debt recovery operations, vendor management, escalations, and payment negotiations, and can balance operational oversight with hands-on problem solving when needed.
Reporting to the Senior Manager of Resolutions & Recovery, you will take ownership of escalated accounts, support operational improvements, collaborate cross-functionally, and help drive performance across both internal and external collections operations. You will also contribute to vendor oversight, quality assurance initiatives, AI tooling optimization, and data-driven process enhancements.
This is a senior-level role requiring strong knowledge of Canadian collections practices, systems, payment negotiations, and customer resolution strategies. Bilingual French/English candidates are strongly preferred and considered a major asset.
This posting is for an existing opening on our tea

Requirements

• 2+ years of collections, debt recovery, or resolutions experience in a fast-paced environment.
• Experience handling escalated or complex customer accounts.
• Experience working with collections systems, payment negotiations, and operational workflows.
• Comfortable with reviewing and presenting on delinquent account stats and metrics
• Strong understanding of Canadian debt collection laws, regulations, and industry best practices.
• Strong understanding of collections performance metrics, QA processes, and operational reporting.
• Exceptional negotiation, conflict resolution, and communication skills.
• Strong analytical and problem-solving abilities with a continuous improvement mindset.
• Ability to balance empathy and customer experience with business performance objectives.
• Comfortable leveraging technology, AI tools, and data insights to improve workflows and outcomes.
• Highly organized with strong attention to detail and documentation practices.
• Ability to manage multiple priorities in a dynamic, high-growth environment.
• Collaborative team player who works effectively across departments and with external partners.

Nice To Haves

• Experience working with or managing third-party collections vendors is considered a strong asset.
• Bilingual French/English is strongly preferred and considered a major asset.

Responsibilities

• Manage complex, escalated, and sensitive borrower cases with professionalism, empathy, and strong problem-solving skills.
• Oversee and support external collections vendors to ensure performance, compliance, customer experience, and operational standards are consistently met.
• Handle escalations, complaints, disputes, and exception-based recovery scenarios across the collections lifecycle.
• Conduct quality assurance reviews and identify opportunities to improve vendor performance, operational consistency, and borrower outcomes.
• Drive operational excellence initiatives by identifying process inefficiencies, statistical gaps, and opportunities for continuous improvement.
• Support the optimization of collections workflows, systems, AI tooling, and automation strategies to improve efficiency and effectiveness.
• Collaborate cross-functionally with Operations, Risk, Compliance, Product, Customer Experience, and external partners to improve processes and resolution strategies.
• Ensure all collections activities and vendor practices remain compliant with debt collection laws, regulations, and internal policies.
• Maintain accurate documentation of escalations, resolutions, payment arrangements, disputes, and operational findings within internal systems.
• Support the development, refinement, and execution of collections strategies, policies, and best practices.
• Assist directly with borrower communications when required, including phone, email, and SMS outreach related to escalations, payment resolutions, disputes, or sensitive account matters.
• Additional support across the collections and recoveries function as needed

Benefits

• Competitive compensation: Expected base salary range between $60 000 and $70 000 plus the opportunity to earn an annual incentive bonus tied to performance.
• Retirement savings program: Employer matching to support your long-term financial goals.
• Comprehensive benefits: Medical, dental, and vision group insurance, as well as health and wellness spending accounts.
• Time off: Generous vacation and wellness time to support rest and recharge.
• Parental support: Parental leave top-up to support your growing family.
• Growth and Development: Continuing education stipend to support your professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed