Account Manager, Collections

Orion Digital

11h•Remote

About The Position

The Account Manager, Collections negotiates repayment solutions for customers experiencing financial setbacks, with a focus on retention. This role works toward individual daily and monthly targets while helping customers resolve payment concerns and make positive financial decisions. It is a remote position requiring reliable internet; the company provides a computer, monitor, phone, and other equipment. The schedule is a regular set of eight hours, Monday to Friday. The role also involves responding to customer inquiries, resolving payment discrepancies, maintaining accurate records across multiple files, and serving as a knowledgeable point of contact on collections policies and procedures. The Account Manager represents the Mogo brand and provides feedback to help improve its products and services. The base salary is $35,000–$37,960 CAD, depending on province of employment, plus commissions.

Requirements

At least 1 year of experience working in collections or accounts receivable, first-party or third-party.
Self-motivated and mission-driven.
Able to maintain focus and prioritize core job responsibilities.
Comfortable using MS Office, including Word, ChatGPT, Outlook, and Excel, as well as Windows operating systems.
Excellent verbal and written communication skills.
Strong negotiation and conflict-resolution skills.
Committed to going above and beyond to find solutions for customers.
Passionate about personal finance and helping people make positive financial decisions.
Reliable internet and ability to work from home.

Nice To Haves

Experience in a high-volume, performance-driven contact centre with KPI- or target-based goals.

Responsibilities

Negotiate repayment solutions for customers experiencing financial setbacks while focusing on retention.
Work as part of a high-performing team and strive to exceed individual daily and monthly targets.
Decide whether to accept, reject, or amend payment terms and settlements.
Respond promptly to inquiries and de-escalate difficult situations, aiming to turn negative experiences into positive ones.
Manage multiple files simultaneously and maintain detailed, accurate records.
Address collections-related member questions and concerns, applying knowledge of policies and procedures.
Monitor and resolve payment-related discrepancies.
Act as a Mogo brand ambassador by using its products, sharing the brand with friends and family, and providing feedback to the team.