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Collections Associate

1 month ago

Toronto, Canada Imperial PFS Full time

**You’re legendary. We’re hiring. Let’s talk**
Every day, we work to deliver on our Corporate Mission Statement: “To be the market leader by delivering innovative financial and technology solutions to help our Customers, partners, and investors achieve their goals.”
How do we do that? By empowering and encouraging our Associates to provide products and legendary Customer service unparalleled in our industry.

**For Our Associates**
At the office: Based on your location, we offer parking and commuter benefits programs to help make your commute a little easier.
Getting started: We offer a comprehensive paid training program that will make you feel prepared and excited about your role.
Staying healthy: Our wellness program, LiveWell, combined with our Employee Assistance Program (for when you need confidential support), help you keep an eye on short and long-term goals and any bumps that pop up along the way. We are also proud to offer subsidies to support your health and fitness goals by providing gym membership subsidies.
Preparing for your future: Imperial PFS offers a RRSP with a company match

**JOB SUMMARY**:
A successful Collections Associate will help to nurture profitable program entity relationships, such that Customers value our premium finance services and we achieve superior sustainable financial returns. The individual performing in this role will be responsible for providing legendary service to Brokers and insured Customers in a timely and accurate manner. The Collections Associate will process incoming/outbound correspondences regarding the outstanding balance, account maintenance, acknowledgments, and other requests on paper, phone, and electronically

**KEY RESPONSIBILITIES**:

- Provide Legendary Service to all Customer inquiries (external and internal) by responding promptly and thoroughly to all requests.
- Respond to telephone inquiries from insurance brokers, insurance carriers and insured Customers regarding premium finance accounts. Properly document call conversation on each specific accounts.
- Contact clients in concerns to arrears and to make suitable repayment options to bring the loan out of delinquency.
- Work with our clients and brokers to understand the reason for arrears to understand client’s financial situation to ensure that cure solutions are suitable for the client.
- Ensure notes and actions are placed on the account for each client contact.
- Complete appropriate recommendations for loan losses and write-off
- Ensure the maintenance of arrears reports, and the prompt handling of customer correspondence and messages.
- Qualify and review bad debt accounts to be assigned to 3rd party collections or legal recovery
- Maintain a high level of product knowledge in order to provide professional and courteous guidance to clients.
- Participate in working groups to share feedback on process and workflow improvements to advance the arrears management.
- Assist brokers with understanding and utilizing our financial products and services.
- Communicate internally with Sales, Service, and finance as appropriate.
- Request generation of manual notices in the absence of system-generated notices.
- Appropriately route requests for research and resolution of account transaction issues.
- Develop and maintain knowledge of tools used by our Customers, including our website, and available payment options. Effectively communicate the applicable features and benefits and provide training on their usage.
- Be knowledgeable of IPFS Premium’s Best Practices and review procedural changes to ensure compliance with the organizations policies and procedures.
- Carry out any general task at the request of the management team that may be required by their function

**REQUIRED SKILLS**:

- At least 1+ years of prior experience in at least one of the following core areas: call Centre, customer service, collections, or consumer loan industry
- Excellent oral and written communication skills for consistent collection calls
- Good math skills with the ability to perform basic calculations quickly
- Strong organizational and time management skills
- Ability to adapt in a fast-paced environment
- Ability to use initiative and good judgment in a decisive but fair manner in order to resolve delinquent situations.
- Results oriented, diplomatic, and adept at building customer relations.
- Excellent problem-solving and negotiation skills.
- Ability to work closely with others in a team-oriented environment. Strong written and verbal communication skills.
- Knowledge of financial services industry and lending products. Computer literacy in Microsoft Office (Word, Excel and PowerPoint) and Outlook a must
- Exceptional customer service and contact management skills Positive attitude, highly motivated, ability to work independently in a team environment**EDUCATION QUALIFICATIONS**:
Some College