Collections and Customer Support Associate

Collections and Customer Support Associate

About Loop

Loop is a fast-growing Fin Tech startup that enables businesses to manage money globally so clients access more markets and simplify operations with a cross-border banking platform.

About The Role

Hi, I’m Sarah, Chief of Staff, at Loop, and I am hiring a Collections & Customer Support Associate to help customers navigate overdue accounts while providing exceptional support when they need it most.

This role is an onsite position at our downtown Toronto office (Bay and Bloor).

Where You Come In

This 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.

What You'll Be Doing

Collections (70%)

• 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.

Customer Support (30%)

• 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.

Desired Qualities, Skills, and Experience

• 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.

What’s in it for you?

• A meaningful role where you'll directly impact both customer success and the health of Loop's lending portfolio.
• Real ownership and significant career growth opportunities in one of Canada's fastest-growing fintech companies.
• Hands-on exposure to collections, customer operations, and credit…