Collection Agent

NorthLake Financial ULC • Barrie, ON

6d • Onsite

About The Position

The Collections Agent is responsible for engaging with customers over the phone to support and guide them through the repayment process. This role requires a strong customer service mindset, creative problem-solving, and the ability to work within policy while applying sound judgment. A successful agent will be results-driven, integrity-focused, and able to work independently in a fast-paced, target-oriented environment.

Requirements

• Ability to work flexible hours between 7 am and 9 pm Monday-Saturday
• MUST be able to work evenings and weekends without restrictions
• Effective communication skills both oral and written
• Ability to show discretion in confidential matters
• Must be able to work independently as well as be an effective team member
• Excellent organizational and time management skills

Nice To Haves

• High school diploma or equivalent education required
• 1-2 years' experience in financial services or collections
• Intermediate skill set in Microsoft 365 applications such as Outlook, Teams & SharePoint

Responsibilities

• Manage late-stage delinquency accounts by developing repayment strategies tailored to each customer’s situation
• Educate customers and address frequently asked questions with clarity and professionalism
• Deliver outstanding service while meeting or exceeding NorthLake Financials' performance metrics and collection targets
• Initiate contact with past-due customers via appropriate communication channels and negotiate payment arrangements within approved authority levels
• Apply internal policies and procedures to ensure consistent and fair payment recovery practices
• Evaluate account risks and escalate for further action when necessary
• Accurately document all call activity and customer interactions in the collections system, including promises to pay and agreed-upon timelines
• Ensure compliance with regulatory standards and industry best practices in all collection activities
• Consistently meet individual and team collection goals
• Carry out additional collection-related duties as assigned

Benefits

• $40,000 annual base salary + commission, with total annual earnings of up to $60,000
• Competitive Commission Structure with performance-based earning potential
• Comprehensive Benefits Package including health and dental coverage
• Employee Assistance Program (EAP) for mental health and wellness support
• Bonusly employee recognition and rewards platform

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED