Job Description
Come Build a Better Financial Future for all Canadians
At Neo, we’re building a more rewarding financial experience for all Canadians.
Life at a rapidly expanding tech startup is demanding, exhilarating, and not for everyone.
From world-class creative minds to brilliant engineers, it's high-performing people that make Neo a workplace with passion and purpose.
Since being founded in 2019, Neo has built incredible traction and is one of the fastest growing fintechs in Canada.
- LinkedIn’s Top Startup in Canada for 2022 and 2023
- Top-ranked mobile apps and credit cards
- Canada’s top-rated credit card
- Team of 700+ people
- 1M+ customers in 3 years
- 11K+ retail partners
High Performance at Neo
We recruit, hire, and build our company culture around these attributes:
Teamwork: We trust, respect, encourage, and show up for each other — through good times and hard. We’re on this mission not just for ourselves, but also for the people we work with — and ultimately, for our customers.
Ownership: We all have a stake in Neo’s success — so we go out of our way to do what needs to get done. We hold ourselves accountable to deliver on our commitments — to our customers, to our partners, and to our team. When we fall short, we find a way to do better in the future.
Professional Integrity: We’re asking millions of Canadians to trust us with their hard-earned money — so we hold ourselves (and each other) to the highest standards of integrity.
The role:
As the Senior Call Center Manager, Collections you will oversee the daily performance and operations of Neo’s Collections Agents while optimizing efficiencies and collections strategies. You will play an integral part in maintaining customer satisfaction and reducing account charge offs.
What you’ll be doing
- Lead, mentor, and manage the collections team to achieve performance targets and ensure high standards of customer service.
- Handle escalated collections cases to negotiate payment arrangements with customers.
- Develop and implement effective collections strategies to minimize charge offs
- Monitor and analyze collections metrics to identify trends and areas for improvement.
- Ensure compliance with all relevant laws and regulations.
- Collaborate with other departments, such as credit risk and customer service, to streamline processes and improve overall efficiency.
- Prepare regular reports on collections activities and performance for senior management.
- Stay up-to-date with industry best practices and regulatory changes to continuously enhance the collections process.
What we’re looking for
- 6-8 years of supervisory or management experience in a collections call center
- Hands on leader who can effectively coach and develop a team of high performing agents
- Strong problem-solving skills and the ability to handle challenging situations effectively
- Ability to work in a fast-paced environment while managing and assisting a team of call center agents
- Result driven, quick thinking and resourceful with the ability to balance multiple deadlines/priorities
Working at Neo
The people who thrive at Neo are resourceful, relentless, and want to win. We hold ourselves to high standards, because we’re on a mission that matters — to transform financial services for the better. If that’s what you’re looking for, read on.
We trust, respect, and show up for each other. That means truthful conversations, frequent feedback, and working with people who push you to be your best. We’re evolving quickly as an organization, we work together in person, and the pace of progress isn’t for everyone. That’s why we’re looking for change-makers who love a challenge — who would rather blaze a trail through uncertainty than travel a well-paved road.
Our team members earn meaningful equity in the company through stock options — so Neo’s growth benefits everyone who helps make it happen. That also means taking on more responsibility than you may have had at your last job. We don’t get hung up on job titles or hierarchy — we’re focused on doing what it takes to accomplish our mission.
Joining Neo means betting on yourself and discovering your full potential. As individuals and as a team, we continually challenge ourselves and each other to do our best work. We’re making change happen at a rapid pace — providing endless opportunities to sharpen your skills, expand your knowledge, and find new solutions to complex problems. That means rapid career progression and constant learning opportunities.
Check out these videos from our employees to learn more about Working at Neo.
Apply with Us
We believe in equal opportunity, and are committed to creating an inclusive climate where everyone can thrive. Customers trust us with their finances, so successful candidates for this position will be required to undergo a security screening, including a criminal records check and a credit check.
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