Collections Associate

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

📋 Description

• Deliver exceptional service to all customer inquiries (both external and internal) by responding swiftly and comprehensively to each request.

• Address phone inquiries from insurance brokers, carriers, and insured customers regarding premium finance accounts.

• Accurately document call discussions on each specific account.

• Reach out to clients regarding arrears and propose appropriate repayment options to resolve delinquency.

• Collaborate with clients and brokers to comprehend the reasons behind arrears and assess clients' financial situations to ensure suitable remedial solutions.

• Ensure that notes and actions are recorded on the account following each client interaction.

• Provide appropriate recommendations for loan losses and write-offs.

• Maintain arrears reports and ensure the timely handling of customer correspondence and messages.

• Evaluate and review bad debt accounts for assignment to third-party collections or legal recovery.

• Keep a high level of product knowledge to offer professional and courteous advice to clients.

• Engage in working groups to share insights on process and workflow enhancements to improve arrears management.

• Assist brokers in understanding and utilizing our financial products and services.

• Communicate internally with Sales, Service, and Finance as necessary.

• Request the generation of manual notices when system-generated notices are unavailable.

• Appropriately direct requests for research and resolution of account transaction issues.

• Develop and maintain knowledge of tools used by our customers, including our website and available payment options.

• Clearly communicate applicable features and benefits and provide training on their use.

• Stay informed about IPFS Premium Best Practices and review procedural changes to ensure compliance with organizational policies and procedures.

• Undertake any general tasks as requested by the management team that align with their responsibilities.

⛳️ Requirements

• A minimum of 1+ years of prior experience in call center, customer service, collections, or the consumer loan industry.

• Exceptional oral and written communication skills for effective collection calls.

• Strong mathematical skills with the capacity to perform basic calculations swiftly.

• Excellent organizational and time management abilities.

• Bilingual in French and English.

• Ability to thrive in a fast-paced environment.

• Capacity to use initiative and sound judgment in a decisive yet fair manner to resolve delinquent situations.

• Results-driven, diplomatic, and skilled at fostering customer relationships.

• Strong problem-solving and negotiation capabilities.

• Ability to work collaboratively in a team-oriented environment.

• Proficient written and verbal communication skills.

• Knowledge of the financial services industry and lending products.

• Computer literacy in Microsoft Office (Word, Excel, and PowerPoint) and Outlook is essential.

• Exceptional customer service and contact management abilities.

• Positive attitude, highly motivated, and capable of working independently within a team setting.

🏝️ Benefits

• Employee Assistance Program.

• Gym membership subsidies.

• Registered Retirement Savings Plan (RRSP) with matching employer contributions.

• Comprehensive medical, prescription, dental, vision, group term life, AD&D, private duty nursing, paramedical services, and much more.