Collections Representative

3 weeks ago

Calgary, Canada Olympia Trust Company Full time

**Job Summary**

The Collections Representative’s responsibility is to collect outstanding fees from clients through outbound calls. The Collections Receivable Representative acts as the first line of support for resolving customer inquiries related to their overdue account by making arrangements for those outstanding fees and explaining the payment process.

Ultimately responsible for the timely collection of an assigned portfolio, resolving issues, completing special projects and general support to the Accounts Receivable department.

**Duties and Responsibilities**
- Uphold the division and Olympia’s reputation and values, while promoting our motto “With Us, It’s Personal” in all interactions with employees, clients, and business associates.
- Place outbound calls to clients to collect any outstanding fee payments on past due accounts.
- Explain our role, fees and payments to clients based on their individual account.
- Negotiate and find solutions to successfully arrange payment plans agreed upon.
- Ensure consistent follow up with clients.
- Provide a level of customer service that meets the standards set out by Olympia Trust Company.
- Update client information and communication notes in the internal system.
- Work cooperatively within the team to achieve common goals.
- Flexible to perform various assigned tasks as requested by management and executives.

**Competencies**
- Connection - We build long-term relationships by collaborating with our clients and industry participants.
- Accountability - We are a trusted business partner operating with transparency and integrity.
- Innovation - We leverage technology to continuously improve how we serve our customers.
- Excellent reconciliation and analytical skills. Ability to investigate and engage key stakeholders in the resolution process of outstanding items.
- Acts decisively and exercises good judgment and makes effective, sound, timely and informed decisions.
- Ability to work within a team environment but be strongly self-motivated.
- Demonstrates flexibility and resilience in response to constraints, failures, and adversity.
- Adjusts personal and team priorities to multiple demands and unanticipated events
- Ability to make effective use of all resources to ensure efficient and quality client service.
- Displays and fosters integrity and honesty through the promotion of mutual trust and respect, demonstrates and fosters high ethical standards, and treats others fairly and ethically.
- Must have the ability to maintain professionalism in all situations

**Formal education or experience**
- High school Diploma required.
- Post-Secondary education is an asset.
- 1 - 3 years administrative or data entry experience.
- 1 - 3 years of previous experience in collections or direct customer service is an asset.

**Specialized skills or knowledge**
- Proven collection capabilities is an asset.
- Prior financial services industry experience is an asset.
- General knowledge of Registered Plans, TFSAs and RESPs is an asset.
- Advanced level of Microsoft Outlook, Word and Excel is required.
- Requires a thorough understanding of the Anti‐Money Laundering (AML) policies and procedures.
- Bilingual in French and English communication both written and spoken is an asset.
- Successful completion of a Criminal Background check is required.

**With us, It’s Personal

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