Collections Senior Process Associate handling accounts receivable and customer disputes for international clients. Managing customer communications and collaborating with team members to improve processes.
About the role
- Director of Recovery & Resolutions leading collections strategy and team at fintech startup Fig. Focused on AI and customer-first recovery model.
Responsibilities
- Lead Fig’s collections strategy across pre- and post-charge-off portfolios, aligning to credit risk appetite and business goals.
- Lead and implement AI solutions to improve recovery, efficiency, and customer experience.
- Establish and lead a disciplined performance cadence (stand-ups, MBRs, QBRs) and set clear OKRs for the team each quarter to drive accountability and results.
- Launch and monitor programs to increase recovery rates, reduce delinquency, and mitigate losses — including hardship solutions and debt sales.
- Build upon and manage a high-performing vendor network (1st party, 3rd party, legal) with clear KPIs, SLAs, and a champion/challenger model.
- Partner with Risk and Product to directly align strategies and deliver seamless delinquency journeys for customers.
- Own collections reporting and present insights, risks, and recommendations to executives and the Risk Management Committee.
- Mentor and develop the team, creating a culture of accountability and continuous improvement.
- Maintain compliance with Fig’s policies and Canadian regulatory standards, updating processes as needed.
- Leverage data and performance metrics to spot trends, streamline workflows, and support resource planning.
- Evaluate and implement best-in-class tools (CRM, dialers, AI bots) and process automation to scale operations effectively.
Requirements
- Excitement for using AI, automation, and technology to modernize collections.
- 8+ years in collections, recoveries, or credit risk management, with direct leadership of teams and vendors.
- Experience building strategy while staying hands-on with operations and execution.
- Strong analytical skills with the ability to turn data into actionable insights and measurable results.
- Proven success working cross-functionally with Product, Design, Engineering, and Risk teams.
- Familiarity with Canadian collections laws and regulatory requirements (asset, not requirement).
- Comfort thriving in a fast-paced, evolving environment with minimal oversight.
Benefits
- Competitive compensation, bonus, and benefits.
- Retirement savings program with employer matching.
- Comprehensive medical, dental, and vision coverage, plus health and wellness spending accounts.
- Generous vacation and parental leave top-up.
- Continuing education stipend for professional development.
- Working Location: Hybrid with 1 day per week (Tuesdays) out of the Toronto office.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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