Repayment Counsellor - Mississauga, Canada - Finastra USA Corporation

Finastra USA Corporation

Verified Company

Mississauga, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Overview:

What will you contribute?

We're incredibly proud of the work we do to support all National Student Loan recipients across Canada servicing over 2.2 million accounts for Canadians We provide best-in-class service on behalf of our largest client, the Government of Canada and many Provinces and Financial Institutions.

In your role of

Repayment Counsellor you will motivate, counsel and provide preventative solutions to enable Student Loan borrowers with active loans or early stage delinquency to bring the account into good-standing by utilizing a variety of debt management options, products and programs. You will provide a high degree of customer focus providing a world-class customer experience in every interaction across the life cycle.

Responsibilities:

Responsibilities & Deliverables:

Will provide a high level of customer focus by educating and assisting borrowers with debt management by identifying needs and assessing financial capacity; provide customized bestfit solutions and repayment options; proactive default prevention; utilization of internal knowledge management system
Communicates effectively by demonstrating solid negotiation and problemsolving skills, speaks clearly, actively listens, provides timely and helpful information
Very adaptable, understanding that different situations may call for different approaches and can readily adapt and adjust to borrower's needs and requirements and a variety of deescalation tactics
Tech Savvy, having the ability to learn new tools, technologies and systems building awareness of client policies & programs; capable of navigating screens while type and talk exact verbatim; navigate outbound dialer
Results driven, works towards exceeding goals and delivering high quality work; required to meet standard Key Performance Indicators
Maintain discretion and confidentiality in handling sensitive information; demonstrate accountability for privacy/user authentication

Qualifications:

Requirements:

Exceptional communication skill set, both written and verbal.
Loves people, problem solving and taking an empathetic approach to finding bestfit solutions.
Experience with delinquency management, soft collections or credit counseling is an asset.
Thrives in a structured, supportive call centre environment which is service level driven, success is measured by standard key performance metrics such as average handle time, quality, hold times etc.
Flexible and available within business hours: Monday to Friday, our call centre is open from 6:30 am until 11 pm
Overtime available on Saturdays, 9 am 5 pm