Senior Collections Specialist
Vancouver
CFMG – Operations /
Full-time /
Remote
About InDebted: InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences — all so we can change the world of consumer debt for good.
Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We’re a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.
We're hiring a high-performing, seasoned Collections Specialist to join our Vancouver team. This role isn’t for the faint of heart—it’s for someone who thrives on winning, knows how to close, and wants to be recognized for it. You’ll recover overdue balances across phone, email, and live chat—directly. No team to manage. No fluff. Just results. Historically, this role was treated as a cost centre at InDebted because it didn’t directly generate revenue. That’s changing. From now on, this role will be treated as the revenue driver it truly is.
If you’re driven by outcomes, unfazed by tough conversations, and laser-focused on performance, this role is built for you.
Duties and Responsibilities
- Relentlessly pursue and recover overdue balances through outbound phone calls, emails, and live chats—prioritizing volume, velocity, and results.
- Handle inbound payment-related inquiries quickly and professionally; turn them into recovered dollars.
- Negotiate and close repayment deals that align with business targets, overcoming objections and managing complexity with tact.
- Crush individual and team KPIs—recovery rates, speed, and compliance are your scoreboard.
- Document every interaction with precision, keeping systems audit-ready and leadership informed.
- Assess financial situations quickly to recommend the most effective repayment path forward.
- Juggle high volumes of communication across multiple channels—working fast and smart.
- Remain fully compliant with Canadian collections laws, industry best practices, and company policy.
- Flag accounts for escalation or legal action where necessary.
- Stay sharp—attend training to maintain your edge in regulations, systems, and industry practices.
Experience and Skills
- 5+ years of collections experience with top-tier performance—consistently among the best in your team.
- Advanced negotiation skills; you're fearless on the phone and tactical in writing.
- Outstanding verbal and written communication; bilingual (English/French) is a plus.
- CRM systems, chat platforms, and productivity tools are second nature to you.
- Self-starter with relentless drive, adaptability, and thick skin.
- Deep knowledge of Canadian collections laws and compliance expectations.
What Success Looks Like
- Hits or exceeds monthly recovery quotas across all channels.
- Known internally for accuracy, reliability, and performance.
- Maintains consistently compliant, respectful, and effective interactions.
If you’re looking to manage a team, this isn’t the job. But if you want to personally recover serious dollars and be recognized for your impact—we want to hear from you.
Our benefits packages vary depending on region and role requirements. Our talent acquisition team will be able to share more during the recruitment process.
At InDebted, we respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to build better products and a better overall company. InDebted is an Equal Opportunity Employer.
For Recruiters: We appreciate the interest of all candidates and recruitment agencies, however for this role we are managing this hiring process internally and will not be accepting applications through recruitment agencies. Thank you!
