Collection Service Representative

Collection Service Representative (CSR) (CSR)# Collection Service Representative (CSR) (CSR)Fully Remote
• Montreal, QC H3C 1E2## OverviewTravel PercentageNone## DescriptionTITLES COVEREDTitles covered under this

job description
any employee working 1st Party Accounts Receivable – 'Collection Representative', 'Customer Service Agent', 'CS Agent', Collection Agent', 'Agent', and 'Client Service Representative'.
The

job description
will remain the same for all levels of CSR, except for the Required Education and Experience and Additional Eligibility Requirements sections.

Titles such as 'Senior Collection Service Representative', 'CSR II', or 'Agent III' will use this same

job description
but with elevated experience requirements. OBJECTIVEThe role of the Collection Service Representative (CSR) is to support the needs of our clients in delivering exceptional service to their customers through telephone and where applicable email communication.

The CSR will engage with customers to support the resolution of order issues, answer questions on their accounts and elevate any concerns to the proper team. PRIMARY JOB DUTIES1. Work in assigned queue or worklist with goal of meeting daily targets of at least 150 outbound calls placed each day; specific targets may change based on client assignment and/or client expectations2. Meet established internal quality objectives including Monthly Account Audits and Call Quality Reviews, including client specific metrics related to call or quality measures3. Meet performance and maintain productivity requirements each day as based on time gap or other reportingSECONDARY JOB DUTIES
* Uphold and utilize a professional and courteous tone and language at all times
* Advise customers of open receivables to obtain payment status, timeline of payments, or address any issues preventing payment
* Use client-specific systems to review and research additional account details
* Provide invoices or other related documentation to account holders
* Continuously seek to improve business knowledge, quality assurance scores, and other metrics (e.g. volume of calls, activities, accounts worked per day)
* Maintain organized electronic file storage of documents and emails, ensuring relevant forms are properly noted and saved in designated locations
* Take ownership of any assigned accounts in queue and/or work in group queue as needed
* Work cohesively in a team to participate on special projects or initiatives as directed
* Meet regularly with Supervisor for performance review and coaching sessions
* Continuously seek opportunities for process improvement and propose ideas
* Foster effective communication and collaboration between countries and cultures within all regions
* Assist in 1st Party AR project work as required
* Act as backup to other members of the1st Party AR Department
* Maintain a high level of professionalism and confidentiality with all information entrusted withOTHER JOB DUTIES (Built by HR and included on all Cadex

job description
s)This position will perform other duties as requested.

This

job description
is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without advanced notice. SUPERVISORY RESPONSIBILITYThis position has no supervisory responsibilitiesWORK HOURSIt is essential that this position adhere to the assigned work schedule.

This can be either a full-time position or part-time position and may vary based on the individual's time zone, subject to change with advanced notice. Schedules and hours required may also vary by region, department, client, and/or team.

Schedules will be assigned on an individual basis by the manager/supervisor of the position. TRAVELNo travel is expected for this positionWORK ENVIRONMENTThis job operates either in an office setting or a remote work environment. This role may routinely use standard office equipment such as computers, headsets, telephones, webcams, photocopiers/printers, and related.

The noise level in the office setting is limited to quiet and the work environment noise level will vary based on the individual's remote work environment. PHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to talk and hear and work with others through verbal and written contact.

This is a largely sedentary role; however the employee is occasionally required to stand, walk, use hands, and reach with hands and arms. Specific vision abilities required by this job include general seeing and close vision. Repetitive motion is frequently required through typing and computer mouse usage. Mental requirements include simple and complex reading, simple an