Recovery Agent, Cms

6 months ago

Greater Toronto Area, Canada AutoTrader.ca Full time

**Position Overview**:
The Recovery Agent actively provides support to Account Representatives, responding to all inquiries and questions related to the transport process. Agent is responsible for supporting service level agreements by achieving excellence in execution of the transport process.

**Responsibilities**:
**_
Task Assignments_**
- Responsible to Coordinate transport of seized asset(s) to sales facility for all securities in Canada and the USA
- Manage suppliers to ensure appropriate, professional, accurate and timely information, and work with Supplier’s and Contractor’s to determine resolution for any problems that may arise throughout the transport process
- Organizing transports to ensure the most cost-efficient method is being utilized (Flat bed, cost sharing, cost quote for best price etc.)
- Ensure that units are transported in a timely fashion to avoid unnecessary storage charges from accumulating
- Conduct follow up procedures in order to ensure security arrival at the expected destination
- Update system with date of Arrival to sales facility, and update Account Representative
- Maintain professional and positive relations with our Clients, and continue to exceed expectations.
- Obtaining authorization for transport from Client and Manager where applicable
- Diarize continuous monitoring for arrival at sales facility.
- Provide training to the account representatives on the transport process
- Provide value based recommendations, ensuring client requirements are appropriately facilitated and that services are being provided in an effective and efficient manner
- Review files and documentation extensively to ensure accuracy, analyze information to determine best course of action, and decipher the most appropriate suppliers to proceed with transport efforts
- Process required documentation in accordance with Jurisdiction requirements
- Notify account representatives of any updates to actions taken within the transport process in a professional accurate and timely fashion
- Approve invoices, reviewing for accuracy and obtaining management approval where required
- Handle all client and customer inquiries in accordance with company procedures and client mandates
- Appropriately work with Management, suppliers, and clients to determine resolution for any given problems, conducting routine transport task reviews to ensure mandated SLA’s are achieved, and follow up where necessary.

**_
Management of Transport Operations_**
- Provide file specific support, guidance and feedback to Account Representatives
- Identifies, tracks and reports trends (e.g. repeat issues, aging tasks, tasks on hold, or inquiries) and actively participates in continuous improvement initiatives and activities
- Other related duties as required

**_
Escalation/ Tier 1 Support_**
- Actively listens and probes for pertinent information to assist in identification of issues and potential actions for resolution.
- Identifies in a timely manner, more complex cases requiring additional support and resources for resolution and following company protocols for escalation
- Accurately identifies and escalates complex issues outside of job scope and redirects as appropriate to the Supervisor and Manager.
- Identifies and makes recommendations for corrective action with regard to inefficiencies and/or gaps in the operation or escalation processes.
- Actively participates in continuous improvement initiatives and activities.
- Create a positive work environment that is conducive to individual development, productivity and achievement, the transfer of training back on the job, and open lines of communication

**REQUIRED SKILLS / EXPERIENCE**:

- Demonstrated ability to consistently handle complex issues and anomalies
- Organizational skills and ability to prioritize to ensure all tasks are completed within SLA guidelines
- A team player with a collaborative approach to problem solving
- Excellent decision making ability must be demonstrated
- Must have excellent verbal and written communication, with demonstrated ability to listen, understand and respond effectively to team members, customers, clients and Independent contractors
- Takes initiatives willingness and ability to contribute to and implement change efforts and process improvements
- Minimum 1 year experience within Recovery Operations
- High School/GED or College Diploma is an asset

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