Collections Support Specialist

Who We Are

At Momentum Financial Services Group, we help people move forward by reimagining how money works for those who need it most. With more than 40 years of experience, we’re the team behind Money Mart—Canada’s largest non-bank branch network—and a leader in financial solutions for underserved communities.

From short-term loans to money transfers and prepaid cards, we power the products, technology, and operations that connect over a million customers a year to the money they need, when they need it.

At MFSG, we come together across teams and departments to create something bigger than ourselves: solutions that remove barriers and give people access to money they might not get anywhere else. Whether you're solving problems, building systems, or shaping strategy, your work fuels real support for real people.

We’ve Got You Covered

Compensation Philosophy: We regularly review industry standards to ensure our total rewards package is competitive and fair. This commitment helps us attract and retain talented individuals who share our purpose.

Discretionary Annual Bonus: Enjoy the opportunity for a discretionary bonus based on individual performance and company success.

Comprehensive Benefits: Our benefits include health and dental plans with 100% of the premiums covered. We also offer an Employee Assistance Program to support your mental well-being and provide resources for personal challenges.

Retirement Plans: Plan for your future with our robust retirement savings options, ensuring you’re set for the long haul.

Hybrid Work Environment: Experience the best of both worlds with our hybrid work model, allowing you to balance remote work with in-office.

Perks and Rewards: Enjoy reimbursement for tuition assistance and professional development, discounts through Perkopolis and participate in our rewards and recognition programs to celebrate your contributions.

The Job: Collections Support Specialist

We are seeking a Collections Support Specialist to join our team. This position is responsible for supporting credit counselling/insolvency, deceased, third‑party agency initiatives, and call center operations as required.

What You’ll Do

Credit Counselling and Insolvency Support:

• Assist with account reviews for customers enrolled in credit counselling, consumer proposal and bankruptcy
• Maintain accurate data entry and ensure all reporting is current and correct
• Monitor payment schedules and identify discrepancies or missed payments
• Liaise with credit counselling agencies to ensure accurate and timely information/file exchange
• Process and update repayment arrangements in internal systems and external files with a strong emphasis on accuracy and high attention to detail
• Maintain compliance with applicable policies and regulatory guidelines
• Coordinate timely refunds in accordance with insolvency regulations and internal policies
• Initiate proactive charge-offs to ensure accurate financial reporting and compliance
• Validate and reconcile accounts to ensure data accuracy prior to debt sales
• Liaise with external vendors, trustees, and collection partners to address Insolvency inquiries
• Update external key indicators in systems to reflect correct account data

Estate Administration:

• Process deceased customer accounts in accordance with legal and organizational procedures
• Review estate documentation (e.g., death certificates, wills, probate documents)
• Communicate with NOKs, executors, legal representatives, and internal departments
• Ensure appropriate account closures, write-offs, or recoveries are handled accurately
• Maintain sensitivity and professionalism in all estate-related interactions
• Maintain compliance with applicable policies and regulatory guidelines

Collection Call Handling Support:

• Assist in calls, follow-ups, and escalation as needed
• Review and validate customer account notes for accuracy and completeness
• Support call quality assurance processes and reporting
• Help manage inbound/outbound communication workflows as needed

Cross functional support:

• Assist the collections team with daily administrative and operational support
• Provide flexible support across portfolios based on workload demands and priorities
• Assist with backlog management, queue monitoring, and task prioritization
• Contribute to process improvements and operational efficiency initiatives
• Collaborate on the investigation and resolution of discrepancies, support escalations, and fulfill manager-directed requests as needed
• Facilitate adequate coverage for the team by supporting team members during peak periods and absenteeism

What You’ll Bring to the Table

• Ability to work cross-functionally and communicate effectively with stakeholders
• High attention to detail with the ability to manage multiple priorities under tight deadlines

Education + Experience

• Minimum 2–4 years of experience in collections.
• Prior Insolvency experience is highly desirable.
• Post-secondary education in Business, Finance, or a related discipline (or equivalent experience).

Ready to lead

If you’re looking to utilize your collections experience, drive process improvements, and contribute to a high-performing finance organization, we’d like to hear from you.

Committed to Equal Opportunity:

MFSG is committed to accommodating applicants up to the point of undue hardship during the recruitment, assessment and selection process. If you are selected for an interview, please notify MFSG if you require accommodation in respect of the materials or procedures used at any time during this process. If you require accommodation, MFSG will work with you to determine how to meet your needs.

Please note: The salary range for this position is between C$ 50,000 to C$62,000.

 

About MFSG – Our Commitment to Responsible Innovation

At MFSG, we are committed to building innovative solutions grounded in ethical, transparent, and responsible use of data and technology. Aligned with the principles outlined in Canada’s Artificial Intelligence and Data Act (AIDA), we take a proactive approach to ensuring that any AI or data-driven systems we use are safe, fair, and accountable.

This posting is for a current position within our organization, offering the opportunity to contribute to meaningful, responsible innovation that supports our employees, clients, and communities.

We prioritize strong data governance, clear communication around how systems work, and safeguards that reduce risks and protect individuals. Our focus is on developing tools and processes that promote equity, reliability, and trust, supported by ongoing monitoring and continuous improvement.

Joining MFSG means contributing to a future-focused organization that values both innovation and integrity, where your work helps shape solutions that responsibly support our employees, clients, and communities.