Bilingual Outbound

6 months ago

Toronto, Canada CDLSI Full time

Salary:
Canadian Dealer Lease Service Inc. is a leading provider of white-label leasing services to the automotive industry. Our tremendous success in the Canadian marketplace has created opportunities for talented and outgoing representatives to join our team.

The **Outbound Client Relations Representative** is responsible for making outbound calls per shift with courtesy and professionalism to existing CDLSI clients across Canada, including Quebec. The representative will escalate to a Team Lead when they are unable to meet the needs of clients.

There are two main streams of outbound calls - Insurance Tracking and End-of-Term. A representative may be hired to handle one-stream and cross-trained to effectively handle both streams of outbound calls, as appropriate.

**Responsibilities**:
**Insurance Tracking (Outbound)**
- Make outbound calls to obtain adequate insurance policies. If the lessee is not insured, advise that they must provide confirmation of full insurance coverage.
- Make outbound calls to brokers. Confirm coverage with the broker to ensure the policy they send will meet the company's requirements.
- Conduct regular follow ups on assigned default accounts.
- Contacts lessees to advise of the consequences of not providing the full insurance information.
- Send demand letters and final notices via Registered Mail if the policy information is not received
- Ensure to keep insurance default statuses up to date
- Forward accounts for repossession review where confirmation of insurance has not been received and final notice has expired.
- Handle the Insurance Default inboxes daily
- Other duties as assigned.
- Hours of work are variable and range from 7am to 7pm, Monday to Friday ADT
- Other duties as assigned

**End-of-Term (Outbound)**
- Making outbound calls to Lease Customers at 60 and 30 days prior to maturity
- Making outbound calls on Excess Wear & Tear Invoices
- Provide guidelines to lessees and ensure that proper procedures & scripts are being adhered to on every call
- Answer customer queries pertaining to the End of Lease process
- Explain Inspection guidelines to lessees to avoid potential issues at lease return
- Follow-up daily on the assigned Maturity Accounts and update system notes for each call made
- Gather lessee's intent regarding Leased Vehicle.
- Assist Dealers with any queries regarding the end of lease process and inspection requirements
- Apprises Team Lead and or Manager of EOT on escalations, issues, concerns, dealer/lessee complaints and trends
- Aim at resolving most issues with first call resolution
- Answer transferred Queue calls
- Process return mail
- Follow-up on inspections with dealers and lessees
- Other duties as assigned

**Qualifications**:

- 1+years outbound calling experience is preferred
- A high school diploma or equivalent is required (post-secondary education preferred)
- Fluency in both verbal and written English and French is required
- Previous experience in a customer service call centre is required
- Attention to detail
- Ability to plan, organize and multi-task
- Able to work independently
- Maintaining a positive, empathetic, and professional attitude toward clients always
- Strong verbal and written communication skills
- Target-and
- results-oriented, good natured and able to work under pressure
- Driven to achieve performance success and enjoy working in a fast-paced environment
- Able to deal with confrontation in a professional manner
- Demonstrated experience with MS Word, Excel, and Outlook
- Advanced keyboarding skills (40 wpm or better).

**Performance Reviews**

Performance reviews will include team lead / manager assessment, performance metric and call monitoring reviews and a testing element.

CDLSI is an equal opportunity employer. It is CDLSI's policy to recruit and select applicants for employment solely based on their qualifications, with emphasis on selecting the best qualified person for the job. CDLSI does not discriminate against applicants based on race, colour, religion, sex, sexual orientation, national origin, or disability or any other status or condition protected by applicable law.

CDLSI would like to than all applicants for applying, but only those applicants best suited for the position will be contacted.

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