Recovery Supervisor

If you are looking for more than a job, join Attain Finance (Cash Money) to start your career!

Come and work for a company that has distinguished itself from competitors with quality product offerings, genuine customer service, robust operating systems, and a track record of new product innovation! 

When you join Cash Money, you become part of the Attain Finance team, our parent company with multiple brands and store operations across US and Canada.  You’ll enjoy working in our energized and entrepreneurial culture with many opportunities to have long-term growth within our global organization.  

We have an upbeat, friendly and fast-paced environment. Our employees are excited to be a part of the Attain Finance family, as evidenced by our low turnover rates and energized company culture. We’ve consistently grown well ahead of other short-term loan lenders and are primed for continued growth and enduring success. 

Why you would love to work at our company:

~Shannon E. - QA Business Analyst, Attain Finance– Canada

“Since joining Cash Money in 2022 as a Recovery Officer, I’ve had the incredible opportunity to grow and expand my skill set. I transitioned into a Team Leader role, where I honed my leadership abilities and was able to guide my team to success. In 2023, I took on a new challenge by joining the Corporate Sales Team, further broadening my expertise, and contributing to Attains growth. Most recently, in December 2024, I was promoted to Strategic Operations Specialist, where I now focus on streamlining processes and driving operational efficiency. My journey here has been a rewarding experience, and I’m excited to continue contributing to the future success of Attain Finance!”

~Gregory S., Strategic Operations Specialist, Attain Finance - Canada

The Collections Supervisor is responsible for leading and developing a team of Collections Account Specialists to minimize financial loss, protect portfolio performance, and ensure compliance with regulatory and company standards.

This role provides daily direction, coaching, and oversight to drive recovery performance while maintaining high standards of customer dignity, documentation accuracy, and operational excellence. The Supervisor balances results-driven leadership with strong risk management practices and ensures the team consistently meets recovery KPIs, audit requirements, and quality standards.

Success in this role is measured by team performance, delinquency reduction, compliance adherence, employee engagement, and overall portfolio health.

Hours of Operation:

 (Eastern Time)

• Monday to Friday 8AM to 11PM 
• Saturday availablity 

Position:

• Remote - Based in Canada

Team Leadership & Performance Management

• Lead, coach, and develop a team of Collections Account Specialists.
• Monitor daily performance metrics including delinquency rates, repayment commitments, broken promises, call quality, and compliance adherence.
• Conduct regular one-on-one meetings, coaching sessions, and performance reviews.
• Develop action plans to address performance gaps and support continuous improvement.
• Provide real-time guidance on complex, high-risk, or escalated accounts.
• Foster a culture of accountability, professionalism, and collaboration.

Collections Strategy & Portfolio Oversight

• Oversee assigned portfolio segments to ensure timely and effective recovery efforts.
• Ensure consistent application of collection strategies, including repayment plans, deferrals, and restructures in accordance with policy.
• Identify trends in delinquency, broken promises, and default risk and implement corrective strategies.
• Partner with senior leadership to recommend process improvements that enhance recovery outcomes.
• Support workload balancing and queue management to maintain service levels.

Compliance, Risk & Audit Management

• Ensure team adherence to all applicable federal and provincial collection regulations and privacy legislation.
• Monitor call recordings and documentation to ensure proper consent and accurate account notes.
• Support internal and external audits by maintaining audit-ready documentation standards.
• Investigate and escalate potential fraud, disputes, or compliance concerns as required.
• Reinforce mandatory training completion and policy updates.

Operational Excellence

• Utilize dashboards and reporting tools to track team KPIs and recovery performance.
• Analyze performance data to identify opportunities for operational improvements.
• Implement process enhancements to strengthen documentation discipline and compliance standards.
• Support cross-functional collaboration with Compliance, Risk, and Operations teams.

Customer Experience & Escalations

• Manage escalated customer complaints or complex cases requiring supervisory intervention.
• Ensure customer interactions remain professional, respectful, and solution-focused.
• Balance customer circumstances with company risk exposure and portfolio protection.

Talent Development & Engagement

• Support onboarding and training of new team members.
• Provide ongoing skill development in negotiation, compliance awareness, and portfolio management.
• Promote a positive, performance-driven team culture.
• Recognize and reward strong performance and improvement efforts.

Qualifications & Experience

• High School Diploma or equivalent (post-secondary education in Business or Finance preferred).
• Minimum 3 years of experience in collections, recovery, or financial services.
• Minimum 1 year of leadership, coaching, or supervisory experience preferred.
• Strong knowledge of delinquency management and risk mitigation practices.
• Demonstrated ability to manage performance in a KPI-driven environment.
• Strong understanding of regulatory compliance within collections.
• Excellent leadership, communication, and problem-solving skills.

Working Conditions

• Remote centralized contact centre environment.
• Frequent use of phone systems, reporting dashboards, and account management platforms.
• Performance-driven environment with defined team recovery metrics.
• May require flexible scheduling, including evenings or weekends.

Key Competencies

• Leadership & Coaching Ability
• Recovery & Negotiation Expertise
• Compliance & Regulatory Oversight
• Strategic Thinking & Portfolio Management
• Accountability & Integrity
• Documentation & Quality Discipline
• Emotional Intelligence
• Results Orientation
• Decision-Making & Sound Judgment

Job Type: Full Time 

Hourly: $26.00 to $31.25 CAD + Ability to Earn Monthly Bonus 

The base hourly range represents the low and high end of the anticipated hourly range for this position based on the provincial average.  The actual base hourly offered for this full-time position will be determined by various factors, including, but not limited to, location, skills, knowledge, competencies, and experience

Key Words: Call Center, Customer Service, Cash Handling, Loans, Financial Services, Teamwork, Retail, Bank Teller

#ATTAINRP #Remote #AttainFinance

Attain Finance Supports Equal Employment Opportunity. CURO (dba Cash Money®, LendDirect®, Heights Finance, Southern Finance, Covington Credit, Quick Credit, and First Heritage Credit) is committed to a policy of providing equal employment opportunity to all qualified employees and applicants. This commitment is reflected in all aspects of our daily operations. We do not discriminate on the basis of race, color, sex, religion, national origin, marital status, age, disability, veteran status, or genetic information in any personnel practice, including recruitment, hiring, training, compensation, promotion, and discipline. Additionally, we do not discriminate based on any other characteristic protected by applicable state/provincial or local law where a particular employee works. In addition, it is the policy of Attain Finance to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by federal law and any state/provincial law where a particular employee works.

Notice to Attain Finance job applicants: Attain Finance will never ask for your personal banking information, transfer of funds, a credit card, or for you to purchase any equipment to process a job application or for training. Authorized Attain Finance representatives' email addresses will end in @attainfinance.com, @curo.com, @first-heritage.com, @heightsfinance.com, and @cashmoney.ca.