Collection Specialist

3 weeks ago

Etobicoke, Canada Prefera Finance Full time

Prefera Finance Ltd. is in search of a driven, motivated, enthusiastic person with a positive can-do attitude to join our fast-growing team in the consumer finance industry as a full-time Collection Specialist

**Position Summary**:The Collection Specialist is responsible for managing a section of the delinquent portfolio in a manner that maintains positive customer relations with all past-due customers. You will work with clients to strategize a plan to arrange past due payments and meet monthly goals. The incumbent performs all duties according to the established Collections Policies & Procedures.

**Key Accountabilities**:
1. Actively manage a queue of the past-due accounts to ensure company delinquency and write-off targets remain at acceptable levels.
- Main Activities:_
- Initiate outbound calls to the delinquent customers based on the collections timing tree.
- Perform outbound activities such as welcome calls, insurance broker calls, pay-out quotes and returning all voice messages left by customer.
- Ensure accuracy of customer information in company software system by maintaining computerized notes and updating residence, employment and banking information.
- Perform basic skip tracing functions.
- Preparing files for repossession activities as per the collections timing tree.
- Follow up on written off files and proceed with necessary actions that may include completing necessary legal paperwork.

2. Contribute to the promotion and maintenance of positive customer relations by offering strategies to delinquent customers and providing exceptional customer experience.
- Main Activities:_
- Facilitate the resolution of minor escalated calls with an approach of first call resolution technique.
- Recommend solutions on delinquent accounts such as deferral payments and long term acceptable arrangements.

3. Contribute to the success of the business and Collections department through personal efforts to enhance own knowledge and skills. Assist others in achieving common goals and objectives and maintaining a respectful, positive work environment.
- Main Activities:_
- Adhere to work day schedule.
- Maintain up-to-date knowledge of department policies and procedures.
- Participate in team meetings, workshops and individual coaching sessions.
- Build and maintain effective working relationships with colleagues.
- Actively participate in performance management process in support of own personal and professional departmental objectives.
- Maintain knowledge of and complete annual training of any compliance requirements.
- (Note: The omission of specific statements does not preclude management from assigning specific duties not listed herein if such duties are a logical assignment to the position)_

**Education & Experience**:

- Diploma/Certificate in related industry is an asset, but not required.
- Minimum 1-2 years of experience in Collections and Customer Service in a call centre environment.

**Knowledge, Skills and Abilities**:

- Previous work experience in a call-center work environment/equivalent.
- Previous work experience in providing excellent customer service.
- Previous financial collection experience is considered an asset, but not required.
- Previous credit knowledge and/or Skip Tracing experience is considered an asset.
- Strong interpersonal, organizational, negotiation and decision-making skills.
- Working knowledge of the Microsoft Office Suite (Outlook, Word, Excel) and company software systems.
- Extremely detail-oriented, able to multi-task in a fast-paced environment and prioritize work in response to requests and inquiries.
- Ability to work independently and make decisions / problem solve based on sound judgement.
- Demonstrated communication skills with ability to interact with peers, management, and other departments in a professional manner.
- Knowledge in Microsoft Office, previous work experience with Excel is an asset.
- Attention to detail.

**Working Conditions**:

- Works indoors in adequate workspace, with adequate temperature, ventilation, and lighting.
- Normal exposure to noise, stress and disruptions.
- Must be able to sit at a computer for long periods throughout the workday, with intermittent periods of standing, walking to carry out essential duties of the job.
- Standard 37.5-hour workweek, including rotational evenings/weekends required (8-hour shift
- anywhere in between Monday to Friday 8 AM to 8 PM and Saturday’s from 9 AM - 5 PM.)
- **Required to travel to our offices located in Etobicoke, ON approximately 1-2 times per week.**

**Perks**:

- Company Benefits (Health and Dental)
- 3 Weeks vacation
- RRSP Contributions/Company matching
- Great location near major highways
- Positive Culture & amazing team

Prefera Finance Ltd. is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integratio

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