Reporting to Centralized Collections Manager, the Senior Representative will be responsible for providing best in class customer experiences regarding repayment of financed auto loans. This role involves building rapport with our customers by understanding their unique situations while providing solutions for them. You will provide customers with the education they need allowing you to seek solutions that will bring them up to date based on their financial circumstances. Objective is to be an ambassador to minimize losses and/or maximize returns on investment through prompt and appropriate loss mitigation. This position reports to the Collections Manager of Centralized Collections.
Servicing outbound/inbound collection calls to assess and resolve early and late stage delinquent accounts
Responsible in managing and maintaining delinquent accounts within assigned collection queues
Assess and negotiate payment solutions bringing accounts to a cured state
Schedule and follow up with customers to ensure that commitments are met
Develop rapport and professional relationships with customers to promote healthy payment strategies and align customer satisfaction
Identifying problems and developing solutions with respect to delinquent accounts
Probes to understand customer situations and provides sound advice related to payments solutions aligned with overall collections strategies and customer interest.
Maintaining collections database and reporting on results of collections efforts.
Support new and existing business initiatives and strategies
Able to de-escalate customers and resolve sensitive situations
Maintain accurate and timely information of customer records
Provide courteous and timely follow-up to calls and correspondence.
Monitor proceedings in accordance with internal policies and applicable provincial laws and guidelines
Maintain contact with past-due customers throughout resolution process to ensure appropriate follow-through and resolution
Analyze varying customer issues/inquiries and non-performing accounts to determine appropriate solution
Apply initial early skip tracing techniques and search
Ability to effectively manage multiple priorities with constant interruptions
Keep management apprised of complex or high-risk situations or issues in a timely manner
Build and maintain constructive relationships with internal and external business partners, suppliers, vendors and regulatory officials
Embrace accountability and coaching on performance on both individual and team results
Post-secondary education with a minimum of 2 years collection experience on non-prime, near-prime and sub-prime finance programs
Minimum 2 years collection experience on non-prime, near-prime and sub-prime finance programs
Effective communication skills including excellent listening skills and proven negotiating skills in English and French (Required)
Minimum 2 years experience within a call center environment
Preferred knowledge of finance program life cycle and interest in the industry
Proficiency with Microsoft Office (Excel, Word, and Outlook)
Able to understand/prepare complex documentation, update different host systems, and maintain customer records
Ensure all assigned tasks are completed accurately and on time in a fast-paced environment
First-rate telephone soft skills, display confidence in problem solving, negotiating and decision making
Flexibility: Scheduled shifts for day & evenings rotating weekly, and occasional Saturdays when required by the business in meeting targets.
Strong understanding of the seize and sue laws in Canada and specific to each province
Proven ability to multitask, prioritize workload and meet deadlines
Your wellness is our priority
To protect your health and wellness, Fairstone will conduct recruitment digitally for the Senior Representative, Collections position. You will receive virtual onboarding and training and will initially work remotely with the Fairstone team. We look forward to introducing you to the team once physical distancing measures are lifted.
What’s in it for you?
Looking for a rewarding career? You’ve come to the right place. At Fairstone, we offer all our permanent employees:
Competitive salary with bonus potential
Incentive programs to recognize when sales targets are met (applies to branch network employees only)
A minimum of 3 weeks paid vacation (prorated to your start date)
Flexible Health and Dental Benefits
Employer Sponsored Pension Plan
Personal days and sick days
Tuition Assistance Programs
Paid volunteer day and organized volunteering events across the country
Ongoing Learning and Development Training
Referral Incentives up to $5000.00
and Much More......
If you’re seeking a role with a growing business that values employee development, Fairstone is the right place for you!