Customer Account Resolution Specialist

Customer Account Resolution Specialist- Yes Plan Go Auto Finance (16830 107 Ave NW, Edmonton, AB)

We’re looking for customer-focused individuals to join our team as a Customer Account Resolution Specialist with Go Auto.

Job Duties and Responsibilities:

Collections & Account Recovery

• Conduct outbound and inbound contact with customers through a dialer system, including phone calls, email, and text messaging, to discuss overdue account balances.
• Negotiate payment arrangements with customers to bring delinquent accounts current, in accordance with established guidelines.
• Submit accounts for escalation when delinquency surpasses defined thresholds or guidelines.
• Update customer accounts with accurate and complete information reflecting all collections activity, decisions, and customer communications.
• Draft and prepare required documentation related to customer requests.
• Use skip trace tools to locate and update customer information
• Perform collections activities in accordance with Anti-Money Laundering (AML), privacy, and internal policy requirements.

Collaboration & Team Support

• Coordinate with internal teams and cross-functional departments to support collections workflows and account escalation processes.
• Contribute to team objectives and reporting by supporting the resolution.

Experience & Qualifications

• High school diploma or equivalent is required.
• Minimum of 1 year of experience in collections, customer service, or a related financial service or call center role.
• Experience contacting customers regarding overdue accounts, negotiating payment arrangements, or resolving delinquent balances is preferred.
• Experience handling difficult or sensitive customer interactions, including conflict resolution, is considered an asset.

Skills:

• Proficiency in Microsoft Word, Outlook, and Adobe or similar document management tools.
• Proficiency with loan management systems is considered an asset.
• Familiarity with customer contact and dialer platforms (e.g., Jas) is considered an asset.
• Knowledge of customer billing processes and accounts receivable concepts.
• Ability to accurately update account records and documentation based on customer-provided information.

Competencies:

• Clear and professional verbal and written communication skills when negotiating payment arrangements and discussing sensitive, delinquent account matters with customers.
• Customer focus and service orientation, balanced with firmness and professionalism when working with customers experiencing financial difficulty.
• Attention to detail and accuracy when documenting collections activity, updating account records, and preparing escalation documentation.
• Planning, organization, and time management skills to manage a high volume of overdue accounts and competing priorities.
• Confidentiality and discretion when handling sensitive customer, financial, and credit-related information.

Working Conditions / Physical Requirements

• Work is performed in a call center environment using standard office equipment and a dialer system.
• Requires prolonged periods of sitting and extended computer and screen use.
• Involves sustained mental concentration, frequent interruptions, task switching, multitasking under deadlines, and repetitive data entry.
• Work includes regular interaction with customers regarding delinquent accounts, which may involve emotionally sensitive or challenging conversations.

Compensation:

• $42,000 to $46,000 per year
• Industry Leading Bonus/Commission Plans

Hours/Schedule

• Monday through Friday 8:00 AM – 5:00 PM

What’s in It for You:

• Fully Remote Work – Enjoy the flexibility and convenience of working from home after completing your in-person training.