Collections Support Specialist

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.

• 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

• 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

• 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

• 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

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

• 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).

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.

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.