Bilingual (French/English) Customer Service Representative - Account Maintenance (Early Stage Collections)

Ford Motor

8d•Hybrid

About The Position

Working within a dynamic team and supporting a broad network of Ford/Lincoln dealers, the Bilingual (French/English) Customer Service Representative - Account Maintenance plays a critical role in managing our early-stage delinquency portfolio. In this role, you aren’t just providing service; you are a financial problem-solver. You will work directly with customers to understand the root causes of account delinquency, negotiate sustainable payment arrangements, and provide the professional expertise needed to help our customers get back on track while working to advance Ford Credit Canada’s reputation as a customer-focused lender, providing personalized service and professional expertise.

Requirements

Bilingualism: Excellent communication skills (written and verbal) in both French and English is mandatory.
Communication Skills: Strong ability to handle difficult conversations and "probe" for information while maintaining a professional demeanor.
Technical Proficiency: Proficiency in MS Office (Word, Excel, Outlook) and the ability to learn internal account management software.
Candidate must reside in or around Edmonton, AB, and be able to attend training at the Edmonton office.
Candidates must be able to work a flexible schedule during our hours of operation, which include Monday – Thursday from 6:00 am – 7:00 pm MST, Friday from 6:00 am – 5:00 pm MST and Saturday from 7:00 am – 1:00 pm MST.
Candidates for this position must be legally entitled to work in Canada.
Ford Credit Canada, Limited, does not sponsor work permit applications.

Nice To Haves

Work effectively in a remote team environment to manage tasks with a high level of accuracy.
Previous experience in collections, credit, or a high-volume financial services environment where negotiation was a primary task.
Answer inbound/place outbound calls with customer and dealer satisfaction as a priority.
Ability to perform multiple tasks simultaneously, with the ability to pivot to other work requirements as needed.
Resolve customer and dealer concerns in a positive and professional manner.

Responsibilities

Manage Early-Stage Delinquency: Proactively contact customers with past-due accounts to identify reasons for delinquency and provide tailored solutions to resolve outstanding balances.
Negotiate Payment Solutions: Use professional negotiation and probing techniques to secure payment commitments, establish firm payment arrangements, and offer financial tools or programs that support account rehabilitation.
Problem Solve & Analyze: Review account history to understand the customer’s financial situation and determine the most effective course of action to mitigate loss.
Follow established procedures: Adhere to the Ford Credit's policies and guidelines for your work area, ensuring consistency and quality in service delivery.
Deliver Professional Representation: Act as a brand ambassador for Ford Credit, resolving sensitive financial situations with a balance of empathy, firmness, and professionalism.
Adapt & Pivot: Manage a high volume of inbound and outbound calls in a fast-paced environment, adjusting quickly to changing priorities and account cues.
Be an active team member: Participate actively and contribute to team meetings, sharing insights and collaborating with colleagues.
Engage in constructive feedback: Be comfortable both giving and receiving feedback from peers and supervisors in a positive, professional, and helpful manner to support continuous improvement.
Support team and company goals: Demonstrate flexibility and a willingness to take on new tasks or adapt to changes that help the Ford Credit and the organization achieve its objectives and improve overall service quality.
Use company resources responsibly: Utilize company email and internet access in accordance with established company policies.