Small Business Analyst

Teleperformance•Toronto, ON

2d•Hybrid

About The Position

The Small Business Analyst is responsible for managing an assigned portfolio of past-due accounts from early-stage delinquency through final resolution. The role focuses on curing delinquency through professional, courteous, and customer-focused collection activities while mitigating financial risk to the company. Special attention is given to high-risk accounts representing significant exposure, with timely follow-up and escalation as required.

Requirements

Working knowledge of collections practices, compliance requirements, credit principles, and customer service.
Strong analytical, communication, and negotiation skills.
Automotive or equipment finance collections experience.
Familiarity with DFS portfolio systems and collections workflows.
Bilingual proficiency in French (Canadian) is an asset.
Proficiency in Microsoft Office applications.
Strong customer service and interpersonal skills.
Ability to analyze account data and assess risk effectively.

Nice To Haves

Bachelor's degree in Business Administration, Finance, Accounting, or a related discipline.
Minimum of three years of relevant work experience in collections, customer service, or financial services.

Responsibilities

Effectively manage assigned queues of delinquent accounts, ensuring follow-up occurs at least every three days until resolution.
Negotiate timely and appropriate remedies with customers to resolve past-due balances while maintaining strong customer relationships.
Identify, monitor, and escalate high-risk accounts that represent material exposure to the company.
Gather, analyze, and evaluate account information to recommend appropriate solutions, including extensions, rewrites, and other remediation options.
Complete required documentation related to extensions, rewrites, bailiff assignments, and account closures, including repossessed accounts.
Collaborate with internal departments, dealers, DFM partners, and team members to resolve complex account issues.
Support team initiatives by sharing knowledge, providing backup coverage, and contributing to continuous process improvements.
Participate in internal control audits and complete monthly reconciliations of internal reports.

Benefits

Established career path supported by self-assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business.
Robust career path with a full development plan and the opportunity to grow in the organization.
Paid training
2 weeks of annual leave.
Continuous learning through progressive training that is specific to your tenure and skills.
Competitive salary with incentive programs
Positive and supportive environment
Medical and Dental benefits
Employee Family Assistance Programs
Rewards & Recognition programs.