Agent, Client Experience Operations - Collections (Remote - Fixed Term Contract)
Wealthsimple Technologies · Contract · Posted 1w ago
Wealthsimple is Canada’s leading financial innovator. The company offers a full suite of simple, sophisticated financial products across managed investing, do-it-yourself trading, cryptocurrency, tax filing, spending and saving. Wealthsimple currently serves more than 4 million Canadians and holds over $125 billion in assets under administration. The company was founded in 2014 by a team of financial experts and technology entrepreneurs, and is headquartered in Toronto, Canada.
We're proud of what we've built — and we're just getting started. Read our Culture Manual and learn more about how we work.
Ready for a role that actually changes your trajectory?
Talking about negative balances isn't always easy, but at Wealthsimple, our Collections & Recoveries team handles these moments with empathy, clarity, and respect. We are looking for sharp, resilient problem-solvers to help clients navigate tricky financial situations, untangle account issues, and get back on track.
If you have high emotional intelligence, love solving complex puzzles, and want to get your foot in the door at a company that is redefining wealth: this is your moment.
The Timeline: This is a 6-month contract, with strong possibilities for extension and conversion based on business needs and your performance!
The Hours: Full-time, 8-hour shifts (including weekends and holidays) rotating between 8:00 AM and 8:30 PM EST.
The Location: 100% Remote. You can work from anywhere in Canada (you must reside in and have the legal right to work in Canada).
Your Daily Impact
The Empathic Problem Solver: You are the voice of Wealthsimple during sensitive moments. You will reach out to clients regarding negative balances, failed deposits, or reversed transfers, turning potentially stressful interactions into supportive and productive conversations.
Strategic Resolution: You own the recovery journey end-to-end. You will investigate why an account went into the red, map out a clear path to resolution, and help clients set up repayment plans that work for them.
"Maker-Owner" Mindset: You are on the front lines of risk operations. You will spot trends in failed transfers or account friction, and work cross-functionally with our Operations and Product teams to build better systems that stop these issues before they happen.
Expertise at Scale: Master the mechanics of banking operations, clearing systems, and recoveries compliance, establishing yourself as a highly specialized fintech expert.
Who You Are & What You Bring
The Experience: 6 months to 1 year of direct experience working in collections or recoveries (whether at a third-party agency, a bank, or in-house). You are totally comfortable having tough conversations about money and know exactly how to de-escalate high-stress situations with professionalism and care.
The Communication: Exceptional written and verbal communication skills in English (Bilingual French is a massive plus!). You know how to talk about money plainly. You can de-escalate tension and maintain professional boundaries with grace.
The Curiosity: You have an investigative mind. You don't just look at the final balance—you dig into the ledger and transaction history to figure out exactly how it got there.
The Tech Agility: You live in the fast lane. You are comfortable juggling multiple browser tabs, living in Slack, and leveraging keyboard shortcuts for maximum speed.
The Mindset: You are incredibly resilient. You bounce back quickly from tough conversations, protect your own energy, and embrace a rotating schedule in a hyper-growth environment.
The Perks (Yes, even on a contract!)
We take care of our people. Period. Joining Wealthsimple means getting access to:
Paid Time Off: Generous vacation days and sick/mental health days so you can actually recharge.
Health Benefits: Comprehensive coverage to keep you feeling your best.
Wealth Building: Access to our Group Savings Account to accelerate your own financial goals.
WFH Stipend: Cash to help optimize your remote home-office setup.
Partner Discounts: Exclusive discounted rates for fitness studios and other lifestyle activities.
Compensation: 40hrs guaranteed/week. English speakers start at $25/hr and Bilingual (En/Fr) at $26.50/hr.
🌸 Top-tier health benefits and life insurance
📈 Long-term group savings with employer match, through Wealthsimple for Business
🌴 20 vacation days, 4 wellness days, and unlimited sick and mental health days per year
✈️ 90 days away: work outside Canada for up to 90 days per year
👥 Employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS
🌎 We are a hybrid team with over 1,500 employees across North America. The people are one of the best parts of working here: you'll collaborate with incredibly talented, curious, and driven teammates who are deeply committed to doing great work.
Technology & Innovation at Wealthsimple: We move quickly and build thoughtfully. That means we're always looking for better ways to work — whether that's new tools, AI, or rethinking how we approach a problem. We don't expect you to have all the answers, but we do expect curiosity and a willingness to evolve alongside the products we're building.
Inclusion Statement: We're building products for a diverse world, and we need a diverse team to do it well. We strongly encourage applications from everyone, regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.
Accessibility Statement: We're committed to an accessible hiring experience. If you need any accommodations throughout the interview process, please let us know — we'll work with you to make sure you have what you need. We also welcome any feedback on how we can better accommodate candidates with accessibility needs.
AI in Hiring: We may use artificial intelligence (AI) tools to support parts of our hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our team but don't replace human judgment – all final hiring decisions are made by people. If you have questions about how your data is used, reach out to us.
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