Bilingual Document Specialist supporting a positive customer experience in Group Benefits Administration at Sun Life by processing documents and managing inquiries.
About the role
- Customer Payments Specialist identifying and collecting delinquent payments for Equitable Bank. Responsible for maintaining high customer service values while managing collections in residential and commercial mortgages.
Responsibilities
- Perform collections activities, both inbound and outbound, using a variety of tools and communication channels, meeting established deadlines, in a professional manner and in accordance with collections practices and privacy regulations
- Identify and document the causes of payment delays, detect at-risk customers and propose appropriate solutions
- Negotiate payment arrangements to bring accounts current while identifying customers who require additional support
- Recommend escalation to legal proceedings when all collection steps have been completed, respecting timelines set by management
- Adhere to quality, compliance and service standards in all customer interactions
- Maintain rigorous, detailed records of all communications, payment agreements and follow-ups in the systems
- Update mortgage systems with any client- or loan-related information
- Collaborate with various teams to ensure effective collections, resolution of irregularities and/or loan management
- Understand and apply current policies, procedures and guidelines
Requirements
- Diploma in a related field or a minimum of 2 years of relevant collections experience
- Good knowledge of commercial and residential loan products, legal terminology and applicable provincial and federal legislation
- Ability to manage multiple tasks simultaneously, including navigating various systems while communicating with customers
- Excellent active listening skills and the ability to build rapport with customers
- Strong communication, problem-solving and negotiation skills
- Ability to demonstrate empathy while remaining firm; comfortable handling difficult situations on a regular basis
- Demonstrated autonomy and self-motivation, with the ability to manage critical tasks independently and prioritize effectively
- Excellent interpersonal and written and verbal communication skills
- Knowledge of PPlus and Collector systems is an asset
- Proficiency with computer tools (MS Outlook, Word, Excel)
- High attention to detail and commitment to accuracy
- Strong organizational skills
- Bilingual (English/French) required
Benefits
- Competitive discretionary bonus
- Market-leading RRSP matching program
- Medical, dental and vision coverage, life and disability insurance
- Employee share purchase plan
- Supplemental maternity/parental leave benefits while you care for your child
- Generous vacation policy and personal days
- Virtual activities to connect with colleagues
- Annual professional development allowance and a comprehensive development program
- A rewarding opportunity to join a FinTech and help create a new kind of banking experience
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