Collections Associate

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.