Lead operational delivery and optimisation of collections and recovery strategies at Marshmallow. Ensure effective cash recovery while adhering to Consumer Duty principles.
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
Collections Senior Process Associate at Genpact managing customer accounts and performing cash collection activities. Collaborating with teams to resolve disputes and analyze customer accounts in a hybrid work setting.
Analista de Negociação e Cobrança Jr managing health service negotiations to enhance healthcare access. Contributing to an efficient and optimized service network within Hospital Care.
Billing and Collections Coordinator at EdgeUno handling invoicing and collections for telecommunications services. Supporting financial analysis and managing customer accounts in a data - driven environment.
Analyst supporting OTC collections and disputes for Warner Bros. Discovery, maintaining customer accounts and reporting on receivables status. Working in a hybrid environment with a benefits package.
Manage billing and collections processes at OpenClassrooms, helping individuals with career transitions. Ensure quick and effective billing while leading a remote team.
Collections and Recoveries Officer managing customer debt to minimize losses at Absa. Negotiating repayment terms and adhering to company policies for effective collections.
Credit professional leading day - to - day operations of Credit & Collections team for John Brooks Company. Focusing on collections, internal training, and team activities in a hybrid work environment.
Lead business unit work teams in a call center/bank operations environment at M&T Bank. Monitor workflows, document processes, and resolve customer issues in a hybrid role.
Collections Analyst managing accounts receivable at Meltwater. Collaborating with clients and internal teams to optimize collections and enhance financial stability.