Call Center Representative

4 weeks ago

Mississauga ON, Canada SPECTRAFORCE Full time

Position Title: Bilingual Early Stage (ESOP) Associate in Collections

Length of Contract: 6 months

Location (required): Montreal,QC ( Hybrid - must go into office once a month, subject to change)

Hours of Operation: Monday to Friday 7 am to 11 pm, Saturdays 8 am to 6 pm, Sundays 1 pm to 8 pm

Pay Rate: $20.00/hr

Requirements:

  • The Early Stage Collections, call center agent is accountable for collecting 1-3 cycle delinquent and overdrawn accounts while maintaining a high standard of efficiency and customer/client service focus within a collection call center environment.
  • Call center agents in the Early Stages department are to maintain objectivity with each customer encounter. Assess risk and make payment arrangements within established process or refer customers for alternate Re-Payment solutions (i.e., Reduced, or deferred payment programs, restructure, hardship, etc.).
  • Engage in pro-active solution outreach offers to non-delinquent segment of client borrowers. Agents are expected to meet specific quality and metric targets align with the LOB.This role allows the candidate(s) to work in an established institution and with multiple groups within client, which will allow candidate(s) to build effective skills and confidence.
  • The individual is exposed to other lines of business, as there are lots of opportunities for learning, growth, and development. There are flexible work schedules including possible, remote, and the individual will be working in an environment that values equity, diversity, inclusion, and growth.
  • This individual will be working in a collaborate, fast-paced and friendly environment. MS Teams is available throughout the day for team members to communicate. Teams are very supportive of one another.

Role Responsibilities:

  • Perform In-bound/Outbound collections call to clients regarding passed due payments.
  • Respond to inquiries regarding delinquent accounts and negotiate payment arrangement.
  • Offer Hardship solutions to customers by completing risk assessments.
  • Perform other related service responsibilities as required.
  • Document all activity details in appropriate systems.
  • Manages all transactions related to customer and branch calls or refers to appropriate internal business groups.
  • Follows documented policies and procedures to execute transactions, activities and processes within assigned authorities.

Must-Have Skills:

  • Strong communication and writing skills in both French/English.
  • 6 months of previous call center minimum.
  • Basic understanding of Consumer Collections and relevant functional procedures.
  • Intermediate knowledge of Microsoft Office (Excel, Word, Outlook).
  • Strong conversation communication skills and negotiating skills.
  • Proven ability to work effectively in a fast-paced environment.
  • Proven ability to multi-task, prioritize workload and meet deadlines.

Nice-to-Have Skills

  • Previous FI / banking experience.
  • Collections experience.
  • Experience in a similar role.

About Us: Established in 2004, SPECTRA FORCE ® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRA FORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at:

Benefits: SPECTRA FORCE offers a Group Registered Retirement Savings Plan (RRSP) Program to all eligible employees. We also offer an Employee Assistance Program (EAP) and an employee discount program, which provides exclusive access to thousands of discounts on travel, entertainment, and more. SPECTRA FORCE offers unpaid leave as well as paid sick leave, paid holidays, and paid vacation as required by law.

Equal Opportunity Employer: SPECTRA FORCE is an equal opportunity employer and does not discriminate against any employee or applicant based on race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability, conviction for an offence for which a pardon has been granted or in respect of which a record suspension has been ordered, or any other prohibited grounds as identified by provincial or territorial law. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.

At SPECTRA FORCE , we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws.

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