Repayment Counsellor

**Responsibilities**:
**What will you contribute?**

We’re incredibly proud of the work we do to support all National Student Loan recipients across Canada servicing over 2.2 million accounts for Canadians We provide best-in-class service on behalf of our largest client, the Government of Canada and many Provinces and Financial Institutions.

In your role of **Repayment Counsellor** you will motivate, counsel and provide preventative solutions to enable Student Loan borrowers with active loans or early stage delinquency to bring the account into good-standing by utilizing a variety of debt management options, products and programs. You will provide a high degree of customer focus providing a world-class customer experience in every interaction across the life cycle.

**Responsibilities & Deliverables**:

- Will provide a high level of customer focus by educating and assisting borrowers with debt management by identifying needs and assessing financial capacity; provide customized best-fit solutions and repayment options; proactive default prevention; utilization of internal knowledge management system.
- Communicates effectively by demonstrating solid negotiation and problem-solving skills, speaks clearly, actively listens, provides timely and helpful information.
- Very adaptable, understanding that different situations may call for different approaches and can readily adapt and adjust to borrower’s needs and requirements and a variety of de-escalation tactics.
- Tech Savvy, having the ability to learn new tools, technologies and systems building awareness of client policies & programs; capable of navigating screens while type and talk exact verbatim; navigate outbound dialer and opportunity to support borrowers on chat platform as well.
- Results driven, works towards exceeding goals and delivering high quality work; required to meet standard Key Performance Indicators.
- Maintain discretion and confidentiality in handling sensitive information; demonstrate accountability for privacy/user authentication.

**Requirements**:

- Exceptional communication skill set, both written and verbal.
- Loves people, problem solving and taking an empathetic approach to finding best-fit solutions.
- Experience with delinquency management, soft collections or credit counseling is an asset.
- Has demonstrated satisfactory work performance and attendance history.
- Thrives in a structured, supportive call centre environment which is service level driven, success is measured by standard key performance metrics such as average handle time, quality, hold times etc.
- Flexible and available within business hours: Monday to Friday, our call centre is open from 6:30 am until 11 pm
- Overtime available on Saturdays, 9 am - 5 pm
- Must be comfortable to train onsite in our state of art Mississauga office. Upon completion of training, hybrid option with work from home is available.

Finastra is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). We will accommodate applicants' needs upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require. Information received related to accommodation will be addressed confidentially.