Bilingual Call Center Agent
1 week ago
Position Title: Collections Agent III
Pay Rate: $30/hr
Start Date: asap
Contract Duration: 1 year
Location: Silver Falls, Saint John, New Brunswick
Schedule: Monday to Saturday, 9am-5pm or 1pm-9pm
Work Type: Hybrid – onsite 2 days per week
Description:
SUMMARY OF DAY TO DAY RESPONSIBILITIES:
The Customer Assistance team is accountable to answer internal inbound calls regarding billing and payment inquiries from the sales team.
Calls often require the ability to troubleshoot by evaluating payment history and reviewing online invoices.
In addition, the team processes all payments, refunds and collections for insurance.
Delinquency and Collections processes include creating and validating delinquency letters, preparing registered letters and outbound calls to customers to reschedule payments.
Refunds or credits to clients may be system issued or by cheque.
Transnational work is typically distributed via email or shared folders.
Operations Officers are required to retrieve, complete and track all daily work activities.
CUSTOMER
• Execute transactions accurately, on time and in line with established guidelines / procedures while adhering to formal or informal Service Level Agreement(s) (SLAs)
• Refer or escalate processing or operational issues as needed based on a solid understanding of the issue, connecting with the appropriate function / partner to facilitate resolution and ensure that service quality is maintained
• Identify opportunities to improve service delivery and support process improvement initiatives
• Support partners with incoming transactions, validating information as needed to perform adjustments within authority levels
• Develop and maintain working relationships with customers, partners and vendors including responding to questions and / or concerns in an effective and timely manner
SHAREHOLDER
• Complete assigned workload to meet SLA requirements for service and productivity
• Understand internal and industry regulations, remain informed of emerging issues and apply appropriate due diligence in adherence with operating policies / procedures
• Consistently exercise discretion in managing correspondence, information and all matters of confidentiality; escalate issues where appropriate
• Support the timely and accurate completion of business processes including completing and recording transactions for either the organization or customers
• Actively review internal processes / activities and provide ideas for process improvement
• Investigate and escalate non-standard or high-risk activities as appropriate
• Adhere to enterprise frameworks and methodologies that relate to operations activities for own area (e.g. Anti-Money Laundering, Business Continuity Management)
• Be knowledgeable of and comply with Bank Code of Conduct
MUST HAVE:
1+ years relevant experience
Bilingual – fluent French and English – (reading/writing/verbal)
Undergraduate degree/ college diploma
Able to communicate with clients (written and verbal communication skills)
NICE TO HAVE:
Computer literacy skills
Call center experience
Customer service experience
Financial industry experience
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