Role Overview

Provide Legendary Service to all Customer inquiries (external and internal) by responding promptly and thoroughly to all requests
Respond to telephone inquiries from insurance brokers, insurance carriers and insured Customers regarding premium finance accounts
Properly document call conversation on each specific accounts
Contact clients in concerns to arrears and to make suitable repayment options to bring the loan out of delinquency
Work with our clients and brokers to understand the reason for arrears to understand clients financial situation to ensure that cure solutions are suitable for the client
Ensure notes and actions are placed on the account for each client contact
Complete appropriate recommendations for loan losses and write-off
Ensure the maintenance of arrears reports, and the prompt handling of customer correspondence and messages
Qualify and review bad debt accounts to be assigned to 3rd party collections or legal recovery
Maintain a high level of product knowledge in order to provide professional and courteous guidance to clients
Participate in working groups to share feedback on process and workflow improvements to advance the arrears management
Assist brokers with understanding and utilizing our financial products and services
Communicate internally with Sales, Service, and finance as appropriate
Request generation of manual notices in the absence of system-generated notices
Appropriately route 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
Effectively communicate the applicable features and benefits and provide training on their usage
Be knowledgeable of IPFS Premiums Best Practices and review procedural changes to ensure compliance with the organizations policies and procedures
Carry out any general task at the request of the management team that may be required by their function

Requirements

At least 1+ years of prior experience in call Centre, customer service, collections, or consumer loan industry
Excellent oral and written communication skills for consistent collection calls
Good math skills with the ability to perform basic calculations quickly
Strong organizational and time management skills
Bilingual French and English
Ability to adapt in a fast-paced environment
Ability to use initiative and good judgment in a decisive but fair manner in order to resolve delinquent situations
Results oriented, diplomatic, and adept at building customer relations
Excellent problem-solving and negotiation skills
Ability to work closely with others in a team-oriented environment
Strong written and verbal communication skills
Knowledge of financial services industry and lending products
Computer literacy in Microsoft Office (Word, Excel and PowerPoint) and Outlook a must
Exceptional customer service and contact management skills
Positive attitude, highly motivated, ability to work independently in a team environment

Tech Stack

IPFS

Benefits

Employee Assistance Program
Gym membership subsidies
Registered Retirement Savings Plan (RRSP) with matching employer contributions
Medical, prescription, dental, vision, group term life, AD&D, private duty nursing, paramedical services, and much more.

Imperial PFS Canada

Open Positions (1)

Finance

Collections Associate