Manager, Collections

Find Your Limitless with Reliance

By joining Reliance as a Manager, Collections, you’ll become an important team member and will be provided with the tools you need to succeed. We have ambitious growth plans and are looking for Team Members who want to grow with us. At Reliance, we pride ourselves on the fact that we provide limitless opportunities for growth, and we encourage it by rewarding our Team Members for their success in many ways. If you’re ready to find your limitless - join us!

What will you do?

• Learn and grow as an important part of a team that cares about Reliance and its customers.
• Analyze historical data, customer behavior, and financial trends to identify opportunities for improving collections and reducing losses.
• Develop data mapping, transformation logic, and testing for collections reports, utilizing SQL for data extraction and trend analysis.
• Apply advanced analytics, machine learning, and predictive modeling to optimize collections strategies and enhance customer insights.
• Design and implement collections strategies that balance recovery goals with customer relationship management and legal compliance.
• Develop and execute A/B testing plans to assess and optimize business strategies, ensuring accurate tracking for statistically valid results.
• Monitor weekly performance trends and project month-end results, reporting to senior management on collections and portfolio health.
• Ensure all collections activities comply with relevant laws, regulations, and industry standards.
• Collaborate with cross-functional teams and vendors to enhance collections strategies and operational efficiency.
• Support Collections Operations by optimizing agent workflows and communication strategies.
• Provide regular updates and insights during business reviews and project meetings.
• Oversee daily Accounts Receivable processing, including managing payment collections, account reconciliations, and month-end adjustments.
• Monitor high outstanding balances and ensure timely follow-up on overdue accounts, including third-party collection processes.
• Lead and mentor the collections team to drive performance, identify trends, and continuously improve collection efforts.

What do we offer?

• The tools you need to succeed - including the tools for the job as well as training and development programs
• A successful and knowledgeable team to be part of and learn from
• Competitive base pay plus the ability to earn more tied to your success - the only limit is your potential
• A great benefits plan for you / your family
• Career paths so you can advance in the company
• A variety of perks for high-performing Team Members including the chance to win and be part of our annual President’s Club trip to a tropical destination
• Award-winning and one of Canada’s Most Admired Corporate Cultures with a proudly diverse and inclusive team

What do you bring?

• A growth mindset: above all else, we’re looking for people who are dependable, ambitious and want to grow with Reliance
• Postsecondary education in a quantitative field, economics, business, engineering or equivalent.
• Proven experience in credit risk management, loss forecasting, and collections strategy development.
• Experience analyzing credit card data, implementing collections and credit risk strategies, and making strategic recommendations to senior management.
• Experience with credit card platforms such as TSYS, FDR or similar system.
• Experience with strategy implementation using various collection platforms.
• Strong statistical knowledge with a proven track record of working with other business leaders from across the organization to drive analytically based strategies.
• Proven experience using SQL to perform queries to analyze, extract and validate data.
• Experience with Microsoft Power BI, Python, R or similar programs.
• Strong problem-solving and decision-making abilities.
• Ability to adapt to changing business environments and priorities.
• Ability to collaborate with partners and vendors on initiative requirements and program design.
• Excellent communicator with strong oral and written communication skills required to effectively and concisely present key findings to senior management and other team members.
• Strong soft skills, including interpersonal and people management skills and ability to positively represent risk initiatives with all levels of management.
• Proven analytical and conceptual thinker who can adapt to a rapidly changing environment and deliver results with tight timelines.

Why Reliance?

As a leader in home services and energy efficient solutions for over 60 years, Reliance Home Comfort® (Reliance) is committed to being the Destination of Choice by delivering exceptional experiences for customers seeking comfort and Team Members seeking a rewarding, inclusive workplace. With over 2 million customer relationships, Reliance is a trusted source and has become one of Canada’s largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers. Headquartered in Toronto, Reliance employs a workforce of over 2,700 Team Members across 28 branches in Canada and two locations in the United States. Reliance has been certified as a Great Place to Work in 2024 and has been recognized as one of Canada's Most Admired Corporate Cultures by Waterstone Human Capital, for four consecutive years since 2019. Reliance remains focused on sustainability, workplace safety, wellness, diversity, inclusivity, and prudent governance.

Reliance Home Comfort is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds including minorities and those with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

For more information, please visit www.reliancehomecomfort.com

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