Senior Resolutions Specialist
Fig
Posted about 4 hours ago
About Fig
Build a better way to borrow
Fig is a Canadian fintech making personal lending simpler, faster, and more accessible for Canadians. We offer fully digital personal loans, helping customers apply in minutes and receive decisions quickly, without paperwork, branch visits, or long delays .
Since launching in 2023, we’ve grown quickly and earned recognition including Consumer Lender of the Year and FinTech Startup of the Year. We’re proud to be consistently ranked among Canada’s Best Workplaces, with a 4.8/5 Trustpilot rating from our customers.
Supported by Fairstone Bank of Canada and Ontario Teachers’ Pension Plan, we combine deep lending expertise with the agility of a startup.
As a Senior Resolutions Specialist at Fig, you will play a critical role in overseeing and optimizing our recovery operations. Acting as a key point of contact internally for escalations related to external collections vendors, you will help ensure operational excellence, compliance, and effective borrower resolution strategies across the collections lifecycle. This role is ideal for someone who thrives in a fast-paced environment, has strong experience in debt recovery operations, vendor management, escalations, and payment negotiations, and can balance operational oversight with hands-on problem solving when needed.
Reporting to the Senior Manager of Resolutions & Recovery, you will take ownership of escalated accounts, support operational improvements, collaborate cross-functionally, and help drive performance across both internal and external collections operations. You will also contribute to vendor oversight, quality assurance initiatives, AI tooling optimization, and data-driven process enhancements.
This is a senior-level role requiring strong knowledge of Canadian collections practices, systems, payment negotiations, and customer resolution strategies. Bilingual French/English candidates are strongly preferred and considered a major asset.
This posting is for an existing opening on our tea
Manage complex, escalated, and sensitive borrower cases with professionalism, empathy, and strong problem-solving skills.
Oversee and support external collections vendors to ensure performance, compliance, customer experience, and operational standards are consistently met.
Handle escalations, complaints, disputes, and exception-based recovery scenarios across the collections lifecycle.
Conduct quality assurance reviews and identify opportunities to improve vendor performance, operational consistency, and borrower outcomes.
Drive operational excellence initiatives by identifying process inefficiencies, statistical gaps, and opportunities for continuous improvement.
Support the optimization of collections workflows, systems, AI tooling, and automation strategies to improve efficiency and effectiveness.
Collaborate cross-functionally with Operations, Risk, Compliance, Product, Customer Experience, and external partners to improve processes and resolution strategies.
Ensure all collections activities and vendor practices remain compliant with debt collection laws, regulations, and internal policies.
Maintain accurate documentation of escalations, resolutions, payment arrangements, disputes, and operational findings within internal systems.
Support the development, refinement, and execution of collections strategies, policies, and best practices.
Assist directly with borrower communications when required, including phone, email, and SMS outreach related to escalations, payment resolutions, disputes, or sensitive account matters.
Additional support across the collections and recoveries function as needed
Experience
2+ years of collections, debt recovery, or resolutions experience in a fast-paced environment.
Experience handling escalated or complex customer accounts.
Experience working with collections systems, payment negotiations, and operational workflows.
Experience working with or managing third-party collections vendors is considered a strong asset.
Comfortable with reviewing and presenting on delinquent account stats and metrics
Knowledge
Strong understanding of Canadian debt collection laws, regulations, and industry best practices.
Strong understanding of collections performance metrics, QA processes, and operational reporting.
Skills
Exceptional negotiation, conflict resolution, and communication skills.
Strong analytical and problem-solving abilities with a continuous improvement mindset.
Ability to balance empathy and customer experience with business performance objectives.
Comfortable leveraging technology, AI tools, and data insights to improve workflows and outcomes.
Organization & Collaboration
Highly organized with strong attention to detail and documentation practices.
Ability to manage multiple priorities in a dynamic, high-growth environment.
Collaborative team player who works effectively across departments and with external partners.
Language
Bilingual French/English is strongly preferred and considered a major asset.
Our Commitment to Diversity, Equity, and Inclusion
Fig is an equal opportunity employer committed to building a diverse and inclusive team.
We welcome applications from people of all backgrounds and do not discriminate based on race, religion, culture, sexual orientation, gender identity, or disability.
We’re focused on creating an environment where everyone feels respected, supported, and able to bring their full selves to work. We also provide accommodations throughout the recruitment process. If you need support, just let us know.
Next steps
We appreciate your interest in joining Fig. Our team will review applications and contact candidates selected to move forward in the process.
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