Bilingual Recovery Representative

Honda Canada Inc.•Markham, ON

2d•CA$50,800 - CA$60,325•Remote

About The Position

Honda Canada Finance Inc. (HCFI) is seeking an Inbound Recovery Representative to join our Account Services team. In this role, you will act as a trusted advisor to customers, providing solutions and support during challenging financial and life events while helping minimize credit losses and protect company assets. The Inbound Recovery Representative serves as a primary point of contact for customers requiring assistance with delinquent accounts, payment arrangements, payment deferrals, repossession inquiries, total loss account servicing, estate administration, and general account inquiries. This role balances exceptional customer service with sound risk management practices to achieve positive customer and business outcomes.

Requirements

Post-secondary education or equivalent work experience
2+ years of experience in financial services, collections, or account management
Bilingual (French/English) required
Proven ability to negotiate, analyze, and make sound decisions in complex situations
Strong communication and interpersonal skills with a customer-focused mindset
Ability to work independently in a fast-paced, performance-driven environment
High attention to detail with strong organizational skills
Collaborative approach with internal and external stakeholders

Nice To Haves

Strong understanding of collections, insolvency, or asset recovery processes (an asset)

Responsibilities

Handle inbound customer inquiries regarding account balances, payment history, payment processing, payout quotes, and account status.
Review customer accounts and identify appropriate solutions based on account status and customer circumstances.
Accurately document all customer interactions and account actions in servicing systems.
Administer documentation letters, waivers, and policy validation.
Negotiate payment arrangements and account resolutions for delinquent customers.
Assess financial hardship situations and recommend appropriate solutions within established authority levels.
Process and administer payment deferrals in accordance with company policies and procedures.
Educate customers on available account options and the impact of non-payment.
Respond to customer inquiries regarding repossession status, redemption requirements, reinstatement options, and recovery processes.
Review high-risk accounts and identify appropriate recovery actions.
Assist in minimizing losses through effective account management and resolution strategies.
Intake customer inquiries related to vehicle total loss situations.
Provide customers with updates regarding the status of their account following a total loss event.
Explain deficiency balances and available payment options after insurance settlements have been completed.
Negotiate payment arrangements on outstanding deficiencies where applicable.
Intake notifications regarding deceased customers.
Provide compassionate support to family members, executors, and estate representatives.
Explain account obligations, required documentation, and available resolution options.
Intake notifications regarding customer bankruptcy and insolvency.
Support bankruptcy and insolvency processes.
Deliver exceptional customer service while handling sensitive and complex customer situations.
Meet departmental service levels, quality and privacy standards, productivity goals, and recovery objectives.
Identify and share process improvement opportunities and best practices.
Participate in ongoing training, coaching, and development activities.
Perform additional duties and special projects as assigned.