Redemptions Representative

14 hours ago

Greater Toronto Area, Canada AutoTrader.ca Full time

**Position Overview**:
The Redemptions employee actively provides support to Account Representatives, responding to all inquiries and questions related to the redemption process.

The Redemptions employee is responsible for supporting service level agreements by achieving excellence in execution of the redemption process.

**Responsibilities**

**Task Assignments**:

- Preparing cost quotes as requested
- Obtaining authorization for redemption from Client where applicable, and confirming if full loan payout or arrears would be required to be paid by customer in order to satisfy the loan
- Once all information has been confirmed, call customer (s) or queue engaged agent to provide instructions and confirmed amounts which must be collected by customer via certified funds in order to complete redemption
- Diarize continuous monitoring for receipt of funds
- Process funds within SLA timeline(s)
- Provide training to the account representatives on the redemption process
- Maintain professional and positive relations with our Clients and continue to exceed their expectations.
- Complete daily work duties within the Recovery area
- Coordinate the supply chain in the redemption process
- Provide value based recommendations, ensuring client requirements are appropriately facilitated and that services are being provided in an effective and efficient manner
- Review files and documentation extensively to ensure accuracy, analyze information to determine best course of action, and decipher the most appropriate suppliers to proceed with redemption efforts
- Process required documentation in accordance with Jurisdiction requirements
- Notify clients of any updates to actions taken within the redemption process in a professional accurate and timely fashion
- Approve invoices, reviewing for accuracy and obtaining management approval where required
- Manage suppliers to ensure appropriate, professional, accurate and timely information, and work with Supplier’s and Contractor’s to determine resolution for any problems that may arise throughout the redemption process
- Handle all client and customer inquiries in accordance with company procedures and client mandates
- Appropriately work with Management, suppliers, and clients to determine resolution for any given problems, conducting routine redemption task reviews to ensure mandated SLA’s are achieved, and follow up where necessary.

**Management of Redemption Operations**:

- Provide file specific support, guidance and feedback to Account Representatives
- Identifies, tracks and reports trends (e.g. repeat issues, aging tasks, tasks on hold, or inquiries) and actively participates in continuous improvement initiatives and activities
- Other related duties as required

**Escalation/ Tier 1 Support**:

- Actively listens and probes for pertinent information to assist in identification of issues and potential actions for resolution.
- Identifies in a timely manner, more complex cases requiring additional support and resources for resolution and following company protocols for escalation
- Accurately identifies and escalates complex issues outside of job scope and redirects as appropriate to the Supervisor and Manager.
- Acts as a leader within the Redemption Operation, providing back-up support to Supervisor’s and Account Representatives.
- Identifies and makes recommendations for corrective action with regard to inefficiencies and/or gaps in the operation or escalation processes.
- Actively participates in continuous improvement initiatives and activities.
- Create a positive work environment that is conducive to individual development, productivity and achievement, the transfer of training back on the job, and open lines of communication

***

**Required Skills / Experience**:

- Demonstrated ability to consistently handle complex issues and anomalies
- Organizational skills and ability to prioritize to ensure all tasks are completed within SLA guidelines
- A team player with a collaborative approach to problem solving
- Excellent decision making ability must be demonstrated
- Proven conflict management ability
- Must have excellent verbal and written communication, with demonstrated ability to listen, understand and respond effectively to team members, customers, clients and Independent contractors
- Takes initiatives willingness and ability to contribute to and implement change efforts and process improvements
- Minimum 1 year experience within Recovery Operations
- Minimum 1 year experience in customer service
- High School/GED, College Diploma or Bachelors Degree is an asset

- Must be able to work evening shift (12:30 PM - 9:00 PM)

**What’s in it for you**
- We understand that there is life at work and life outside of work. Here are a few benefits we all benefit from that support us to be our creative best.

**Fitness and wellness**
- We provide discounts to nation-wide gyms, onsite gyms (when we’re in the office), an Employee and Family Assistance Program

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