[Hiring] Commercial Collections Associate @Merchant Growth

Role Description

As a Commercial Collections Associate, you'll play a key role in managing and maintaining relationships with Merchant Growth’s commercial clients to ensure the timely collection of outstanding debts. This role will negotiate payment arrangements, monitor overdue accounts, locate businesses and guarantors who can no longer be reached, and ensure accurate documentation in line with company policies and legal requirements.

Success in this position will require excellent communication skills, strong negotiation abilities, and the capacity to perform effectively in a fast-paced environment. This role works 8:00 a.m. to 5:00 p.m. in your local time zone. If you're based outside Pacific time, you may also be asked to work later shifts (e.g., 12:00 p.m. to 9:00 p.m. ET) as needed, typically 3 to 4 days per month, to reach clients in British Columbia and Western Canada during their business hours.

Main Functions

• Collections Management:
  • Initiate contact with commercial clients to negotiate payment terms and arrangements for outstanding debts.
  • Monitor and follow up on overdue accounts through various communication channels, including phone calls, emails, and letters.
  • Document all collection activities accurately and update customer records accordingly.
  • Analyze client payment history and financial status to determine appropriate collection strategies.
• Skip Tracing and Account Location:
  • Perform skip tracing on accounts where the business, its principals or guarantors cannot be reached, using internal records, credit bureau data, corporate registry searches and other approved sources.
  • Verify and update contact details, business addresses, operating status and ownership information for businesses and guarantors.
  • Identify and flag changes in business status, including closures, relocations, name changes, changes of ownership, and new or successor businesses operated by the same principals.
  • Conduct federal and provincial corporate registry searches to confirm active status, directors and related entities.
  • Review application, underwriting and payment data on file for leads on current contact information, banking relationships and business activity.
  • Conduct all skip tracing in line with privacy legislation and company policy, using only approved tools and sources, and never misrepresenting identity or the purpose of contact.
  • Document all sources searched, information obtained and contact attempts in the collections system.
  • Escalate accounts that remain unlocated after internal skip tracing, in line with defined criteria, for external skip tracing, investigation or recovery placement.
• Client Relationship Management:
  • Build and maintain positive relationships with commercial clients while effectively communicating the importance of timely payments.
  • Address client inquiries and resolve disputes or discrepancies related to billing and payments.
  • Provide exceptional customer service by promptly responding to client requests and inquiries.
• Reporting and Analysis:
  • Prepare regular updates on collection activities, including account status, skip tracing efforts and overall collection progress.
  • Collaborate with the Support Team to analyze client payment trends and identify areas for improvement in the collections process.
• Compliance and Documentation:
  • Ensure compliance with company policies and legal regulations governing debt collection practices.
  • Maintain accurate and up-to-date records of all collection activities and communications with clients.
  • Keep abreast of industry best practices and regulatory changes related to commercial collections.

Qualifications

• Bachelor's degree in Business Administration, Finance, Accounting, or a related field preferred.
• Minimum 2 years of experience in commercial collections or accounts receivable management.
• Experience with skip tracing tools and techniques, including credit bureau, corporate registry and public record searches, is an asset.
• Working knowledge of Canadian privacy requirements (including PIPEDA) as they apply to collections and skip tracing is an asset.
• Resourceful, investigative mindset with the persistence to locate hard-to-reach accounts.
• Strong negotiation and problem-solving skills.
• Excellent verbal and written communication skills.
• French language fluency is an asset.
• Ability to work independently and prioritize tasks effectively.
• If based outside Pacific time, willingness to work later shifts (e.g., 12:00 p.m. to 9:00 p.m. ET) as needed, typically 3 to 4 days per month.
• Attention to detail and accuracy in record-keeping.

Benefits

• An exciting position with a leading Canadian fintech company.
• Remote-first work, with an option to work in office (we are in Gastown).
• Competitive salary plus a monthly performance bonus tied to your collection results.
• Comprehensive group health benefits (Life, AD&D, Extended Health & Dental and Travel Insurance).
• Company-wide monthly Lunch and Learns and team events.
• A collaborative team environment.
• Education and learning benefits.