Credit & Collection Analyst Concord, Ontario, Canada

3 weeks ago

Ottawa, Ontario, Canada Tbwa ChiatDay Inc Full time
Wyse Meter Solutions Inc. provides turnkey submetering and utility expense management services to property managers, building owners and developers across Canada. Wyse is unique in its ability to provide energy consumption transparency and accountability to its customers.

Reporting to the Supervisor, Credit & Collections, this role is responsible for the timely processing, collection, and resolution of accounts. In this role, the Credit & Collection Analyst ensures all credit & collection goals, objectives, and service levels, including daily payment application, disconnection processing and overall administrative tasks related to accounts receivable, are met.

Key Responsibilities

- Posting of daily customer payments in ERP system, including both batch and manual processing, ensuring proper balancing with external financial systems.
- Processing reports of customer payments returned as non-sufficient funds (NSF) and/or charge backs initiated by customer.
- Daily review of customer letters related to credit & collection, including quality assurance validation prior to submission to external vendor for processing.
- Process customer refunds, including preparation of cheques to be mailed.
- Investigation and resolution of payments that are unable to be applied to customer accounts.
- Resolve or escalate any identified issues related to customer accounts, including working with other departments.
- Processing of delinquent accounts eligible for disconnection of utilities, including coordination with vendors for onsite work required.
- Managing an assigned portfolio of customer accounts, including contacting customers (via phone, mail, or email) regarding arrears, and encouraging payment and helping to resolve payment issues (i.e., setting up payment plans).
- Maintaining clear and up-to-date records for all collection activities and contact information received to ensure appropriate actions are being taken.
- Prepare and submit reports for third-party collection by external vendors.
- As needed, manual processing of both mailed and emailed letters to notify customers of arrears or critical account information related to account balance.
- Ensure all Credit & Collection policies and procedures are followed, including strict regulatory compliance.
- Other duties as assigned.

Required Education & Qualifications

- Minimum 2 years' experience in a Credit and Collections role.
- Utilities or telecommunication industry experience an asset.
- Strong proficiency in MS Office applications, particularly Excel.
- Effective verbal and written communication skills.
- Experience working with call center technology including but not limited to dialer technology, telephone monitoring software.
- Demonstrable active listening ability and empathy when dealing with customers.
- Advanced negotiation and critical thinking skills.
- Initiative-taking with the ability to learn quickly.
- Able to adapt quickly in a fast-paced environment.

Benefits of Working at Wyse

- Be part of a company that is certified as a Great Place to Work
- Give back to the community through our Wyse Helping Homes Program
- Open yourself to amazing opportunities for career and professional development
- Participate in our RRSP program
- Enjoy our employee perks in retail, travel, restaurants and many more
- We offer an Employee Assistance Program
- Join us in our quarterly employee social events
- Be part of a collaborative environment
- Free parking
- TTC accessible

Our Values at Wyse

- We strive for quality and excellence in everything we do.
- We are proactive and understand our stakeholders' needs, providing innovative solutions to meet them.
- Our priority is ensuring a safe work environment, where the safety of our employees and stakeholders comes first.
- Our people are industry leaders, setting standards in the submetering and utility expense management sectors.
- We foster a positive team environment where we work as one toward common goals, continually encouraging career growth and development.
- We provide consistent, clear communication, ensuring transparency at every stage of the project.

Wyse welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

While we value diversity and welcome applications from qualified candidates, please understand that we cannot provide assistance with LMIA-related matters.

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