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About the Role

This role is an opportunity for a customer-focused problem solver who enjoys building relationships, solving complex situations, and taking ownership from day one. Around 70% of your time will be dedicated to managing our collections portfolio—working directly with customers to resolve overdue accounts, negotiate repayment plans, and protect both our customers and the business. The remaining 30% will be spent supporting customers with operational questions and ensuring they receive an exceptional experience throughout their journey with Loop. You'll be speaking with business owners every day. Some conversations will involve helping them solve problems, while others will require having difficult discussions about overdue balances. Success in this role comes from balancing empathy with accountability and always looking for practical solutions.

Responsibilities

Own a portfolio of past-due customer accounts and proactively work toward resolution.
Contact customers by phone and email to collect outstanding balances while maintaining positive relationships.
Negotiate repayment arrangements and clearly document commitments.
Review customer financial information, account history, and supporting documentation to determine the most appropriate recovery strategy.
Draft and send collection correspondence, including payment reminders, document requests, and demand letters.
Maintain detailed and accurate records of customer interactions and repayment progress.
Manage legal recovery matters, including small claims, settlement conferences, bankruptcy filings, process serving, and enforcement actions, working with internal teams and external legal counsel or collection agencies as appropriate.
Identify trends contributing to delinquency and recommend improvements that reduce future defaults.
Continuously improve collections processes, tooling, and reporting as we scale.
Respond to customer inquiries across phone, email, and other support channels.
Help customers navigate their Loop accounts, payments, cards, and general platform questions.
Investigate customer issues and work closely with internal teams to drive timely resolution.
Deliver thoughtful, professional, and empathetic support during every interaction.
Identify recurring customer pain points and help improve internal processes and documentation.
Ensure customers receive timely updates throughout the resolution of their requests.

Requirements

1–3 years of experience in collections, customer support, financial services, banking, or credit operations.
Excellent written and verbal communication skills.
Able to navigate difficult conversations with empathy and professionalism.
Strong customer service mindset with a genuine desire to help people solve problems.
Highly organized with excellent follow-through and attention to detail.
Analytical and able to assess customer situations to determine appropriate next steps.
Self-starter who takes ownership and works independently.
Comfortable juggling multiple priorities in a fast-paced startup environment.
Experience using CRM or customer support platforms (Salesforce, Zendesk, Intercom, or similar) is an asset.
Proficiency with Google Workspace and Microsoft Excel.
Fluency in English; conversational French is considered an asset.

Skills

Collections
Customer Support
Financial Services
Banking
Credit Operations
Written Communication
Verbal Communication
Customer Service
Organization
Attention to Detail
Analytical Skills
Problem Solving
Independent Work
Time Management
CRM Platforms
Google Workspace
Microsoft Excel
French (Conversational)

Location

Downtown Toronto (Bay and Bloor)

Work Type

Onsite
Full-time

Experience Level

1-3 years

Salary/Compensations

CAD$50,000-$60,000

Benefits

Equity ranging 0.01-0.05%
3 weeks vacation
Group health benefits after probation period

About the Company

Loop is one of Canada's fastest-growing fintech companies.

Equal Opportunity

Loop is committed to creating a diverse culture. We encourage you to apply regardless of who you are or where you came from - what matters is the journey ahead. Put simply, if you’re unsure about your qualifications for this position, we’d still encourage you to apply!