Collections Team Lead - Internal

About Northlake Financial 

Northlake Financial team is growing! If you are a committed and collaborative professional looking to contribute to a hard-working, innovative team, this opportunity is for you.

Why Work for us? 

Northlake understands the needs of its employees.  Northlake Financial is revolutionizing the Canadian automotive finance industry with a full spectrum of dynamic rates and services for dealers.  We specialize in the acquisition and servicing of prime and subprime automotive financing contracts. Our employees flourish in an exciting and engaging environment.

Office Location: Barrie, ON (This role does not provide remote or hybrid work). 

Purpose of a Collections Team Lead:

The Collections Team Lead is responsible for supporting and coaching agents while working directly with customers to guide them through the repayment process. This role requires strong leadership, sound judgment, and the ability to balance policy compliance with effective problem-solving. Success is driven by team performance, accountability, and delivering results in a fast-paced, target-focused environment.

Job Responsibilities of a Collection Team Lead:

Customer Service & Collections

• Manage late-stage delinquency accounts by developing customized repayment strategies based on each customer’s circumstances.


• Educate customers, address inquiries clearly, and provide professional guidance.


• Deliver exceptional service while meeting or exceeding Northlake Financial performance metrics and collection targets.


• Contact past-due customers through approved communication channels and negotiate payment arrangements within authorized limits.


• Apply company policies and procedures to ensure consistent, fair, and compliant payment recovery practices.


• Assess account risk and escalate for further action when required.


• Accurately document all customer interactions, commitments, and payment arrangements within the collections system.


• Maintain full compliance with regulatory standards and industry best practices.


• Achieve individual and team collection goals.


• Participate in company culture initiatives and continuous improvement efforts.


• Complete additional collection and customer service responsibilities as assigned.
  

Team Leadership

• Provide real-time support to agents by answering questions, delivering coaching, and facilitating ongoing training.
  


• Serve as the primary liaison between management and staff, leading clear and effective team communications.


• Collaborate with management to identify coaching, training, and development opportunities.


• Escalate concerns appropriately and provide timely resolution support.


• Professionally manage and resolve customer escalation calls.


• Lead, motivate, and inspire the last-stage collections team to achieve strong performance results.

Requirements of a Collections Team Lead:

• Proficient English language reading, writing, and speaking abilities.


• Availability of 8:00 am – 9:00 pm Monday to Friday, and 8:00 am – 4:00 pm Saturdays


• High school diploma or equivalent education required 


• 2-3 years' experience in financial services or collections  


• Intermediate skill set in Microsoft 365 applications such as Outlook, Teams & SharePoint  

Compensation of a Collections Team Lead:

• Base Salary starting at $45,000 annually 


• Competitive Commission Structure with performance-based earning potential 


• Your Birthday off, paid


• Paid wellness days


• Comprehensive Benefits Package including health and dental coverage 


• Employee Assistance Program (EAP) for mental health and wellness support 


• Bonusly employee recognition and rewards platform 

Northlake Financial appreciates all interest in this position.  We are an Equal Employment Opportunity employer and all decisions are based on merit and business needs and not on race, colour, creed, age, sex, gender, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by Canadian Human Rights Commission.  This applies to all practices relating to recruitment and hiring, compensation, benefits, discipline, transfer, termination and all other terms and conditions of employment.  Northlake is committed to providing reasonable accommodation to applicants with disabilities.  If you require any additional support, email the hiring manager.