Bilingual Collection and Customer Service Agent

Iceberg Finance Group • Toronto, ON

6d • Hybrid

About The Position

The Bilingual Collection and recovery agent is responsible for collecting delinquent accounts and coordinating asset seizures when necessary. They handle incoming and outgoing customer inquiries, ensuring high-quality service. This role requires effective case management, prioritization, and maintaining accurate data for contracts. Additionally, the representative will manage administrative paperwork related to customer contracts efficiently.

Requirements

• Proven experience as a collection agent.
• Bilingualism in French and English, spoken and written.
• Knowledge of relevant legal requirements.
• Excellent communication and interpersonal skills.
• Ability to negotiate and persuade.
• Ability to be polite and compassionate without losing confidence.
• Professional knowledge of MS Office and databases.
• Diplomatic, negotiation, and conflict resolution skills to handle delinquent accounts and late payments.
• Exceptional attention to detail and accuracy.
• Strong work ethic and positive team attitude.
• Ability to work well independently and within a team.
• Comfortable with computer software.

Nice To Haves

• Interest in participating in the company’s activities
• Thorough, rigorous, organized, and discerning person
• Collaborative spirit and enjoy teamwork

Responsibilities

• Review accounts on a regular basis (daily and or weekly) to keep delinquency and repossession to a minimum and manage repossession in an effective manner
• Conduct prompt, courteous and persuasive telephone collection calls and following up on past due accounts.
• Negotiate mutually acceptable remedy to the customer’s delinquent account
• Educating our customers on acceptable payment arrangements and the benefits of their account as well as their credit bureau
• Escalate problematic accounts to Manager
• Verify and update customer information and keeping customer records updated in the collection system
• Accurately documenting all telephone calls as appropriate in the collection system
• Skip tracing files when unable to reach or contact our customers using available information
• Assist as required in identifying and recommending any payment arrangements and assisting with the corresponding documentation
• Prepare and recommend payment amendments and coordinating the relative reporting
• Issue appropriate notices
• Assist with the preparation of payables associated with seizure activity

Benefits

• Permanent Full-time position
• Superior benefits including extended healthcare
• RRSP program with company match
• Growing company
• Positive environment with later morning start times
• In office work model with one day per week at home optional

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed