Debt Relief Specialist

3 weeks ago

Calgary, Canada Bromwich+Smith Full time

At Bromwich+Smith we are more than just Licensed Insolvency Trustees. We help people through some of the toughest, most emotionally challenging points in their lives. We give our clients the advice, attention, and confidence to rebuild their worth piece by piece and look forward to a brighter future and financial wellness.

**Position**: Debt Relief Specialist
**Location**: Downtown, Calgary or Scarborough
**Type**: Permanent, Full Time
**Reports To**: Manager, Client Solutions

The Position

The Debt Relief Specialist shows passion for providing service, hope and relief to people struggling with debt, by demonstrating excellence in the complete experience of delivering information to and crafting solutions for our clients; he/she strives for success through exceptional customer service and through building strong relationships, using knowledge base support, leading change, supporting decisions, and thereby seeing the positive impact of one’s efforts. All of this is focused on the primary goal of normalizing the conversation of debt within the community and helping an ever-greater number of Canadians find the right solution for their debt problems with the help of Bromwich + Smith.

Key Accountabilities

**Contact Handling**:

- Conducts initial consultations with clients over the phone as scheduled.
- Identifies client’s needs and clarifies information.
- Following due diligence, verifies client information through document review and calculations.
- Documents all client information according to BSI’s Best Practices.
- Identifies and appropriately escalates situations to the Manager, Client Solutions.

**Client Administration and Support**:

- Enters client information by using applicable software.
- Prepares client file with appropriate attention to detail and quality as documented by BSI Best Practices for warm hand off to Restructuring Consultant and Trustee.
- Schedules ‘sign up’ meeting with client, Restructuring Consultant and Trustee.

**People Relationships**:

- Models and promotes BSI’s organizational culture, purpose and values.
- Champions and fosters a climate of diversity and inclusion.
- Uses individual and team efforts to manage and improve internal and external relationships.
- Is confident to recommend appropriate opportunities and solutions to clients who are often in a crisis situation.
- Is willing and able to quickly adapt and adjust to the needs of the client while maintaining adherence to core role and responsibilities.
- Is prepared to be an advocate for a client in need of restructuring services.

**Education, Knowledge & Skills**:

- Post-secondary diploma or degree; post-secondary education in a related field is an asset.
- Ability to type and speak at the same time with an average typing speed of 45 or higher WPM is a must.
- Ability to learn and adapt new principles quickly.
- Solutions focused, and service/sales minded.
- 2 or more years of relevant work experience in either insolvency, credit counseling, finance, banking or legal.
- Work experience in the personal insolvency field.
- Results driven; previous experience with delivering excellent customer experience while achieving or exceeding targets expected; solution-oriented.
- Mature knowledge sufficient to identify the function of personal financial products such as RRSPs, pensions, RESPs, car loans, and mortgages.
- Oral fluency in one of the following languages - Spanish, Hindi/Punjabi, Tagalog (Pilipino), Mandarin/Cantonese and or French - is strongly preferred.

**Job Specific Competencies**:

- Delivers quality and timely service on a day-to-day basis.
- Schedules required tasks in an operationally structured environment.
- Works within a team setting (independently and collaboratively).
- Exercises judgment to identify, diagnose and recommend solutions within the context of given rules.
- Applies technical-specialist knowledge and experience on a number of dimensions.
- Uses guidelines to make decisions and seeks the input of colleagues and the Senior Team Member/Leader when dealing with ambiguity or complex issues.
- Focuses on preparing a Clientfile for warm handoff to Restructuring Consultant and Trustee.

Strong attention to detail and accuracy.Clear focus on the desired end goal of the client, while empathizing with the perceived complexity of required duties of the client.Solutions focused - it is not sufficient to be able to identify the issue, one must be able to offer (multiple) solutions to it.
- Spends the majority of his/her time on the phone assisting clients with providing information and creating restructuring plans.
- Balances time management for quality file preparation with effective client phone conversations.
- Drives home an empathetic, compassionate client-centric experience, while sharing technical knowledge of service information, while finding and developing a solution
- Required to work flexible hours during evenings and weekends.
- Attends and actively participates in weekly

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