Collection Vendor Management Specialist

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.

The Role

As a Collection Vendor Management 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 team.

What You’ll Do as a Collection Vendor Management Specialist

• Oversee and support external collections vendors to ensure performance, compliance, customer experience, and operational standards are consistently met.

• 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.

• Handle escalations, complaints, disputes, and exception-based recovery scenarios across the collections lifecycle.

• 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.

• Manage complex, escalated, and sensitive borrower cases with professionalism, empathy, and strong problem-solving skills.

• 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

What You’ll Bring

Experience

• Experience working with or managing third-party collections vendors 

• 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.

• 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.

Why Fig?

• Make an impact: Rare opportunity to join early and help shape the future direction of a fast-growing fintech company.

• Strong culture: Work in a team that values impact, accountability, curiosity, and collaboration.

• Hybrid work environment: Balance of remote and in-office work (currently one day a week in Toronto), while maintaining strong collaboration.

• Competitive compensation: Expected base salary range between $60 000 and $70 000 plus the opportunity to earn an annual incentive bonus tied to performance.

• Retirement savings program: Employer matching to support your long-term financial goals.

• Comprehensive benefits: Medical, dental, and vision group insurance, as well as health and wellness spending accounts.

• Time off: Generous vacation and wellness time to support rest and recharge.

• Parental support: Parental leave top-up to support your growing family.

• Growth and Development: Continuing education stipend to support your professional development.

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. 

AI disclosure

We may use AI tools to support parts of our hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our team but do not replace human judgment, and all hiring decisions are ultimately made by people.

If you have questions about how your information is handled, feel free to reach out to us.