Collections Specialist - Etobicoke, Canada - Prefera Finance
22 hours ago
Description
Prefera Finance Ltd. is in search of a driven, motivated, enthusiastic person with a positive can-do attitude to join our fast-growing team in the consumer finance industry as a full-time Collection SpecialistPosition Summary:
The Collection Specialist is responsible for managing a section of the delinquent portfolio in a manner that maintains positive customer relations with all past-due customers.
You will work with clients to strategize a plan to arrange past due payments and meet monthly goals. The incumbent performs all duties according to the established Collections Policies & Procedures.Key Accountabilities:
- Actively manage a queue of the past-due accounts to ensure company delinquency and write-off targets remain at acceptable levels.
- Main Activities:_
- Initiate outbound calls to the delinquent customers based on the collections timing tree.
- Perform outbound activities such as welcome calls, insurance broker calls, payout quotes and returning all voice messages left by customer.
- Ensure accuracy of customer information in company software system by maintaining computerized notes and updating residence, employment and banking information.
- Perform basic skip tracing functions.
- Preparing files for repossession activities as per the collections timing tree.
- Follow up on written off files and proceed with necessary actions that may include completing necessary legal paperwork.
- Contribute to the promotion and maintenance of positive customer relations by offering strategies to delinquent customers and providing exceptional customer experience.
- Main Activities:_
- Facilitate the resolution of minor escalated calls with an approach of first call resolution technique.
- Recommend solutions on delinquent accounts such as deferral payments and long term acceptable arrangements.
- Contribute to the success of the business and Collections department through personal efforts to enhance own knowledge and skills. Assist others in achieving common goals and objectives and maintaining a respectful, positive work environment.
- Main Activities:_
- Adhere to work day schedule.
- Maintain uptodate knowledge of department policies and procedures.
- Participate in team meetings, workshops and individual coaching sessions.
- Build and maintain effective working relationships with colleagues.
- Actively participate in performance management process in support of own personal and professional departmental objectives.
- Maintain knowledge of and complete annual training of any compliance requirements.
Education & Experience:
- Diploma/Certificate in related industry is an asset, but not required.
- Minimum 12 years of experience in Collections and Customer Service in a call centre environment.
Knowledge, Skills and Abilities:
- Previous work experience in a callcenter work environment/equivalent.
- Previous work experience in providing excellent customer service.
- Previous financial collection experience is considered an asset, but not required.
- Previous credit knowledge and/or Skip Tracing experience is considered an asset.
- Strong interpersonal, organizational, negotiation and decisionmaking skills.
- Working knowledge of the Microsoft Office Suite (Outlook, Word, Excel) and company software systems.
- Extremely detailoriented, able to multitask in a fastpaced environment and prioritize work in response to requests and inquiries.
- Ability to work independently and make decisions / problem solve based on sound judgement.
- Demonstrated communication skills with ability to interact with peers, management, and other departments in a professional manner.
- Knowledge in Microsoft Office, previous work experience with Excel is an asset.
- Attention to detail.
Working Conditions:
- Works indoors in adequate workspace, with adequate temperature, ventilation, and lighting.
- Normal exposure to noise, stress and disruptions.
- Must be able to sit at a computer for long periods throughout the workday, with intermittent periods of standing, walking to carry out essential duties of the job.
- Standard 37.5hour workweek, including rotational evenings/weekends required (8hour shift
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Required to travel to our offices located in Etobicoke, ON approximately 1-2 times per week.
Perks:
- Company Benefits (Health and Dental)
- 3 Weeks vacation
- RRSP Contributions/Company matching
- Great location near major highways
- Positive Culture & amazing team
We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence.
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