Collections Manager (Commercial)

Find Your Limitless with Reliance

By joining Reliance as a Collections Manager (Commercial) 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 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.
• Awarded Canada’s Most Admired Corporate Cultures with a proudly diverse and inclusive team

What will you do?

• Support and develop Team Members to further enhance their skills and collection knowledge
• Analyze historical data, customer behavior, and financial trends to identify patterns, insights, and opportunities for improving collection efforts and reducing write off
• Oversee and manage the Commercial, UEI, COD and Collective portfolios
• Leverage existing business tools and applications to extract data to develop strategies and conduct trend analysis
• Utilize advanced data analytics, machine learning, and predictive modeling techniques to gain insights into commercial customer behavior and to enhance collections processes
• Design and implement effective collections strategies to optimize recoveries while maintaining Commercial and consumer relationships and compliance with relevant laws and regulations
• Monitor and assess weekly trends to track and project month end results
• Regularly report to Director on portfolio performance, collections performance, and strategy effectiveness. Monitor portfolio health and take actions to meet established targets
• Conduct regular review on Agent level performance to re-establish benchmarks and performance targets
• Ensure that all collections strategies and activities comply with relevant laws, regulations, and industry best practices
• Work with cross-functional business teams and vendors to deliver collections strategies
• Support Collections Operations to ensure agent demands are optimized, including strategies that define workflow and outbound communications (SMS, Email, Dunning and Demands)
• Processing and collecting of Accounts Receivable daily for various branches.
• Review weekly Aged Trial Balance to manage delinquencies within the preset 60d+ % thresholds
• Manage the Write-Off process and regularly communicate Write-Off volume with Finance
• Manage and provide guidance to the collection Team Leads to foster and deliver a best-in-class collections team

What do you bring?

• 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 eight consecutive years since 2016. Reliance remains focused on sustainability, workplace safety, 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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