Team Lead, Collections

Wealthsimple is seeking a Team Lead, Collections to lead a frontline squad of Collections Specialists working on delinquent credit card and retail banking accounts.

The successful candidate will sit at the intersection of Client Experience, Credit Risk, and Compliance, and will be accountable for recovering balances, helping clients get back into good standing, and ensuring every conversation is fair, compliant, and human.

Key responsibilities include:

• Managing intraday queues and outreach across delinquency stages to consistently hit contact, cure-rate, and recovery targets
• Monitoring delinquency trends across credit cards and retail banking, deploying squad capacity to high-risk balances while adhering to relevant regulations
• Resolving escalated accounts, including severe financial hardship, settlement exceptions, disputes, insolvencies, and client complaints
• Overseeing external collection agencies, managing daily workflow handoffs, Slack escalations, training, and QA to maintain brand and compliance standards
• Tracking queue and bucket-level data to spot roll-rate spikes early, uncover root causes, and recommend operational adjustments to leadership
• Developing specialists through weekly 1:1s, live call monitoring, and calibrations that balance dollar recoveries with client empathy
• Auditing calls and enforcing strict adherence to Canadian federal/provincial collection rules, permitted calling hours, and privacy standards

The ideal candidate will have:

• 2+ years of frontline leadership experience leading collections or outbound recoveries within a financial institution, fintech, or collection agency
• Deep grounding in consumer lending and delinquency, including credit cards, retail banking, payment restructuring, settlements, and insolvencies
• Working knowledge of Canadian collection regulations
• Experience with process automation and optimization, AI and automation tools, and data analysis
• Exceptional de-escalation and negotiation skills, with proven experience coaching agents through complex client conversations
• Experience coordinating with external collection agencies is an asset
• Bilingual proficiency in French and English is a strong asset

Wealthsimple offers top-tier health benefits, long-term group savings, 20 vacation days, 4 wellness days, and unlimited sick and mental health days per year.

The company is committed to an accessible hiring experience and encourages applications from everyone, regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.