Collections Specialist

We are seeking a confident, motivated, and customer-focused Collections / Payments Specialist to join a fast-paced and collaborative Finance team. This position will be responsible for managing outstanding customer balances, driving timely payments, and maintaining strong relationships with clients throughout the collection process.

The ideal candidate will have previous experience in collections, accounts receivable, billing, customer service, or a related environment. Strong communication, negotiation, listening, and problem-solving skills are essential, along with the ability to manage individual targets and perform effectively in a high-volume environment.

You will be required to work in office, in Downtown Toronto; just off of Union station.

Monday – Friday 9am-530pm however some flexibility may be required

Key Responsibilities

• Manage a daily portfolio of accounts and proactively follow up on outstanding balances.
• Make outbound collection calls and communicate with customers regarding overdue accounts and payment arrangements.
• Take ownership of an assigned daily call schedule and ensure collection activities are completed within required timelines.
• Consistently achieve individual KPIs, performance targets, and service-level expectations.
• Monitor account activity and identify changes in aged receivables, collection results, call volumes, email queues, and other performance indicators.
• Investigate account-related questions and escalate issues when additional support or approval is required.
• Work closely with Customer Service, Client Experience, and internal teams to resolve account concerns and customer complaints.
• Maintain accurate account records and ensure all collection activity and customer interactions are properly documented.
• Build positive and professional relationships with customers while confidently addressing payment concerns and objections.
• Negotiate appropriate payment solutions, including arrangements for customers experiencing difficulty meeting their obligations.
• Identify opportunities to improve collection effectiveness and overall account performance.
• Participate in coaching, training, and development activities to strengthen collection skills and achieve performance objectives.
• Collaborate with internal stakeholders to resolve account discrepancies and ensure timely payment resolution.
• Support additional projects and responsibilities as business needs evolve.

Performance Measures

Success in this position will be measured through:

• Achievement of individual KPIs and SLAs.
• Cash collection results and overall collection effectiveness.
• Progress in reducing aged receivables and outstanding balances.
• Number and quality of outbound collection activities.
• Management of payment arrangements and overdue accounts.
• Direct debit/payment coverage and other relevant payment metrics.
• Accuracy and timeliness of account activity and documentation.
• Quality of customer interactions and resolution of account concerns.

Qualifications & Experience

• 3+ years of collections experience
• Experience in collections, accounts receivable, billing, payments, or a related role is strongly preferred.
• Strong verbal and written communication skills with excellent listening abilities.
• Confident handling customer objections and challenging conversations.
• Previous experience negotiating payment solutions or resolving customer account issues.
• Ability to work effectively in a fast-paced, target-driven environment.
• Strong attention to detail and organizational skills.
• Comfortable working independently while contributing to a collaborative team environment.
• Ability to manage multiple priorities and consistently meet deadlines and performance expectations.
• Experience with Salesforce , Stripe and Unity is considered an asset.

What We Offer

• Additional paid time off for your birthday.
• Enhanced health and dental benefits.
• Employer RRSP matching program.
• Convenient downtown office location.
• Vacation entitlement that increases with tenure.
• Supportive and collaborative team environment.
• Opportunities for professional development and career growth

52117CN

INDCAN

Portfolio are acting on behalf of our client in recruiting for this position. To the best of our knowledge, this vacancy is for a new or existing role within their organization.