311 Contact Centre Services Representative handling customer inquiries for the City of Toronto. Providing exceptional service and support through various channels in a fast - paced environment.
About the role
- Senior Third-Party Collection Officer managing collections and negotiation for financial loans. Requires extensive experience in collections and excellent communication skills.
Responsibilities
- Provide excellent service and ensure exceptional execution results in the collection of financial loans
- Conduct collections calls for all past due accounts
- Contact past due customers by phone, request payment & negotiate appropriate payment arrangements, within authorized limits
- Send correspondence to delinquent/collection customers
- Use defined procedures to arrange and coordinate firm payment arrangements within established risk policy for our collection customers
- Assess and mitigate risk by referring accounts for further action
- Document call activity details in Collections system to reflect action taken
- Update customer account information with e.g. commitments to pay, amounts & dates, collection call updates
- Apply tact, diplomacy & resourcefulness
- Handle objections & excuses, apply soft calling techniques, where appropriate, to effectively manage & control situations
- Perform to regulatory standards and best practice on collections
- Achieve individual collection targets, in order to meet Department and Company goals
- Maintain and submit reports for review by collection management
- Complete other collection responsibilities, as assigned
Requirements
- At least 5+ years of prior experience in a Third-Party Collection Agency
- 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
- Good understanding of Microsoft Excel and Outlook
- Strong computer operating skills
- Ability to adapt in a fast-paced environment
- Desire to learn and further your career
Benefits
- Flexible schedule requiring one late evening (12:30-9:00pm EST) and one mandatory Saturday (8:30am-11:30am EST)
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