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“The start date of this job is flexible and in order to find the best candidate the job may remain open much longer than the date mentioned on this posting….or you may be asked to start sooner than the expected start date if you are able to do so!”
URGENT: Please read the job description below. If this interests you, please send a MS-Word version copy of your updated resume (ASAP) along with your salary expectations, first available date and a telephone contact number.
Please mention the job title above in the subject line
The recruiter in charge of this role is Mariam Sangare
If you do not think you are a match for this opportunity, but know someone who is, feel free to forward this email to them and you will be eligible for a referral bonus upon a successful hire.
One of our major banking clients is looking for a Bilingual Collection Agent – Major Bank
Length: 6 months contract with possibility of extension
Location: Montreal, QC – Remote
ROLE MANDATE:
The Early-Stage Collections, call center agent is accountable for collecting 1-3 cycle delinquent and overdrawn accounts while maintaining a high standard of efficiency and customer/client service focus within a collection call center environment. Dialer agents are to maintain objectivity with each customer encounter. Assess risk and make payment arrangements within established process or refer customers for alternate Re-Payment solutions (i.e.. Reduced or deferred payment programs, restructure, hardship, etc.). Engage in pro-active solution outreach offers to non-delinquent segment of our borrowers. Agents are expected to meet specific quality and metric targets align with the LOB.
Candidate Value Proposition (CVP):
This role allows the candidate(s) to work in an established institution and with multiple groups, which will allow candidate(s) to build effective skills and confidence. The individual is exposed to other lines of business, as there are lots of opportunities for learning, growth, and development. There are flexible work schedules including possible, remote, and the individual will be working in an environment that values equity, diversity, inclusion and growth.
Group Culture:
This individual will be working in a collaborate, fast-paced and friendly environment. MS Teams is available throughout the day for team members to communicate. Teams are very supportive of one another.
ROLE RESPONSIBILITIES:
• Perform In-bound/Outbound collections call to clients regarding passed due payments
• Respond to inquiries regarding delinquent accounts and negotiate payment arrangement
• Offer Hardship solutions to customers by completing risk assessments
• Perform other related service responsibilities as required
• Document all activity details in appropriate systems
• Manages all transactions related to customer and branch calls or refers to appropriate internal business groups
• Follows documented policies and procedures to execute transactions, activities and processes within assigned authorities
MUST-HAVE SKILLS:
• Strong communication and writing skills – French/English is mandatory (ability to understand, speak fluently, and hold conversations is a must)
• 2 years of previous call center or customer service experience
• Basic understanding of Consumer Collections and relevant functional procedures
• Intermediate knowledge of Microsoft Office (Excel, Word, Outlook)
• Strong communication and negotiating skills
• Proven ability to work effectively in a fast-paced environment
• Proven ability to multi-task, prioritize workload and meet deadlines
NICE-TO-HAVE SKILLS
• Previous FI / banking experience
• Experience in a similar role
SOFT-SKILLS
• Team player
• Strong attention to detail
• Fast learner
• Motivated
• Ability to work independently
Please note that this is the most up to date version of job description available at this time – During Client Interview you will receive additional information – variance may apply!
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