Collections Specialist

Are you a specialist in recovery operations? 

Then Jobber might be the place for you! We’re looking for a Collections Specialist to be part of our Fintech department. 

Jobber exists to help people in small businesses be successful. We work with small home service businesses, like your local plumbers, painters, and landscapers, to transform the way service is delivered through technology. With Jobber they can quote, schedule, invoice, and collect payments from their customers, while providing an easy and professional customer experience. Running a small business today isn’t like it used to be—the way we consume and deliver service is changing rapidly, technology is evolving, and customers expect more. That’s why we put the power and flexibility in their hands to run their businesses how, where, and when they want! 

Our culture of transparency, inclusivity, collaboration, and innovation has been recognized by Great Place to Work, Canada’s Most Admired Corporate Cultures, and more. Jobber has also been named on the Globe and Mail’s Canada’s Top Growing Companies list, and Deloitte Canada’s Technology Fast 50™, Enterprise Fast 15, and Technology Fast 500™ lists. With an Executive team that has over thirty years of industry experience of leading the way, we’ve come a long way from our first customer in 2011—but we’ve just scratched the surface of what we want to accomplish for our customers.

The team:

Fintech is one of the fastest-growing parts of Jobber, and a core strategic priority for us as a company. We're investing in this growing area because we believe embedding financial tools within our product deepens our ability to help small businesses be successful. Whether it’s helping small businesses get paid, offering financing to their customers, or accessing capital to invest in growth – we believe small business owners should have seamless access to financial tools that allow them to thrive.

Our Risk team - a key group within the broader Fintech team - is central to Jobber’s success, focused on keeping both our Jobber Payments customers and Jobber safe. 

The role:

Reporting to the Manager, Risk Operations, the Collections Specialist will bring their experience by ensuring the collection of delinquent accounts in a timely and cost effective manner in an effort to minimize losses while maintaining customer empathy throughout the process. We are looking for someone who has experience in recovery operations which include internal collections, managing collection agencies and various legal processes. You’ll have a passion for working with customers, in difficult situations, finding ways to recover funds for Jobber but balance empathy and protect Jobber’s brand. Even better, if you have experience in developing internal collections processes that could further minimize losses to Jobber but that protect Jobber’s brand. 

As a Collections Specialist, you will:

• Ensure timely collections from delinquent and high risk small business and commercial accounts through professional outbound and inbound communication across email and phone channels
• Engage and be willing to have tough conversations with merchants to negotiate optimal payment arrangements and recovery outcomes 
• Prepare and forward delinquent accounts to the third party collection agencies
• Ensure operational excellence by meeting individual recovery targets and SLAs
• Working closely with Jobber’s Risk team to optimize processes and maximize recoveries
• Partner with legal teams to develop collection strategies, payment plans and operating procedures to ensure efficient collections operations
• Assist with designing and maintaining reporting and systems as it relates to recovery operations    

To be successful, you should have:

• Demonstrated experience in a customer facing collections position
• Good knowledge of collections regulations, ideally in Canada and the USA
• Experience managing third party collections agencies
• An understanding of payment networks and chargeback processes
• Excellent customer communication skills 
• Excellent problem solving and time-management skills with a passion for continuous improvement 

It would be nice (but not a deal-breaker) if you had:

• Experience in Fintech or similar high growth start-up environments 
• Data analytics skills 
• Developed processes for administering and reporting on internal collections efforts
• Developed processes and policy for managing third party collections agencies