Bilingual Customer Service Representative – Account Maintenance, Early Stage Collections

This is a fully remote position, open to applicants in Canada.

📋 Description

• Proactively reach out to customers with overdue accounts to identify the reasons behind their delinquency and offer customized solutions to address outstanding balances.

• Employ professional negotiation and probing techniques to secure payment commitments, establish clear payment arrangements, and present financial tools or programs that facilitate account rehabilitation.

• Analyze account history to gain insights into the customer’s financial circumstances and determine the most effective strategies to minimize loss.

• Comply with Ford Credit's policies and guidelines for your designated work area, ensuring consistency and high-quality service delivery.

• Serve as a brand ambassador for Ford Credit, addressing sensitive financial matters with a blend of empathy, firmness, and professionalism.

• Handle a significant volume of inbound and outbound calls in a dynamic environment, swiftly adjusting to changing priorities and account signals.

• Actively engage in team meetings, sharing insights and collaborating with colleagues.

• Be open to both providing and receiving constructive feedback from peers and supervisors in a positive, professional, and supportive manner to promote continuous improvement.

• Exhibit flexibility and a readiness to undertake new tasks or adapt to changes that aid Ford Credit and the organization in achieving its objectives and enhancing overall service quality.

• Utilize company email and internet resources in accordance with established company policies.

⛳️ Requirements

• High School Diploma or Canadian Adult Education Credential (CAEC) Equivalency.

• Excellent communication skills (both written and verbal) in French and English are essential.

• Strong capability to manage challenging conversations and "probe" for information while maintaining a professional demeanor.

• Proficiency in MS Office (Word, Excel, Outlook) and the ability to learn internal account management software.

• Candidates must reside in or near Edmonton, AB, and be available to attend training at the Edmonton office.

• Applicants must be willing to work a flexible schedule during our operational hours, which are Monday – Thursday from 6:00 am – 7:00 pm MST, Friday from 6:00 am – 5:00 pm MST, and Saturday from 7:00 am – 1:00 pm MST.

🏝️ Benefits

• Quarterly Flexible Bonus Rewards program