Provide Legendary Service to all Customer inquiries by responding promptly and thoroughly
Respond to telephone inquiries from insurance brokers, carriers and insured Customers
Properly document call conversations on specific accounts
Contact clients regarding arrears and make suitable repayment options
Understand clients' financial situations to ensure suitable cure solutions
Ensure notes and actions are placed on accounts for each client contact
Complete recommendations for loan losses and write-offs
Maintain arrears reports and promptly handle customer correspondence
Qualify and review bad debt accounts to be assigned to collections or legal recovery
Maintain high level of product knowledge to provide guidance to clients
Participate in working groups for process and workflow improvements
Assist brokers with understanding and utilizing financial products
Communicate internally with Sales, Service, and Finance as appropriate
Request generation of manual notices in the absence of system-generated notices
Develop and maintain knowledge of tools used by Customers
Be knowledgeable of IPFS Premiums Best Practices and review procedural changes when required

At least 1+ years of prior experience in call centre, customer service, collections, or consumer loan industry
Excellent oral and written communication skills
Good math skills with the ability to perform basic calculations quickly
Strong organizational and time management skills
Ability to adapt in a fast-paced environment
Ability to use initiative and good judgment
Results oriented, diplomatic, and adept at building customer relations
Excellent problem-solving and negotiation skills
Ability to work 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, PowerPoint) and Outlook

Comprehensive paid training program
Employee Assistance Program
Gym membership subsidies
RRSP with matching employer contributions
Medical, prescription, dental, vision, group term life insurance, AD&D, private duty nursing, paramedical services, and more

Collections Associate

Key skills