Team Leader, Perception - Bilingual

Company Description

Alterfina is a fast-growing company reinventing alternative consumer financing.

Our mission: to offer credit solutions that are tailored, human, and responsible.

We aim to become the preferred alternative financing solution for Canadians by helping them overcome immediate financial challenges while equipping them to build healthy long-term financial habits.

Our five core values—respect, integrity, empathy, innovation, and excellence—guide everything we do and shape our culture.

Joining Alterfina means becoming part of a dynamic team where your role has a direct impact on the company’s success… and on our customers’ lives

Purpose of the Role

As a Collections Team Lead, you become the go-to leader that agents consult, listen to, and follow. You are present, accessible, and solution oriented. You create an environment where people want to perform—because they feel supported, guided, and recognized.
You are the anchor point between the team, process quality, and the customer experience. You ensure consistency, inspire rigor, and help each person bring out their best.
In short: you are the human and operational heartbeat of the Collections department.

What you’ll do on a daily basis

Support, coach, and grow your team

• Be present on the floor and available every day to answer questions, clarify priorities, and guide decisions.

• Provide on-the-spot coaching (observations, feedback, hands-on support).

• Distribute tasks and ensure smooth daily operations.

• Develop both the technical and behavioral skills of your agents.

Create a strong employee experience from day one

• Actively participate in onboarding new agents.

• Provide structured support throughout the first 90 days.

• Identify strengths, encourage talents, and pave the way for growth and development opportunities.

Be the voice and the ears of your team

• Ensure information flows smoothly, escalate issues, and relay improvement ideas.

• Collaborate closely with the supervisor, quality controllers, and other internal teams.

• Be a driver of continuous improvement in processes, tools, and customer communication.

Contribute directly to operations

• Approve credits ($25 to $200).

• Handle payments, refunds, and account updates.

• Manage sensitive files (fraud, estate files, cancellations, etc.).

Your profile

You’re the right person if…

• You are a mobilizing leader, able to empower others without micromanaging.

• You create a healthy, positive, and performance-driven environment.

• You have 2 to 4 years of experience as a team lead, coach, or senior analyst in collections.

• You are bilingual, rigorous, and remain calm in complex situations.

• You’re solution-oriented and love seeing your team grow thanks to your guidance.

In short: you want to perform AND help others perform.

Why you’ll love working at Alterfina

• A culture that values autonomy and sound judgment.

• Hybrid work: 3 days remote + 2 days in our beautiful Saint-Hubert office.

• Recognized work–life balance (Concilivi certification!).

• Comprehensive insurance, telemedicine, and EAP.

• Group RRSP with employer contribution.

• Generous vacation, 5 sick days, and 2 personal days.

Looking for a position where your contribution has a direct impact? Join us!

Please send your résumé by email!

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