Customer Payments Specialist

2 days ago

Toronto, Ontario, Canada Equitable Bank Full time

The Role

We are seeking a highly skilled Customer Payments Specialist to join our team at Equitable Bank. As a key member of our collections team, you will be responsible for reviewing and monitoring assigned accounts, handling collection calls, and negotiating payment arrangements to bring accounts current.

Key Responsibilities

  • Review and monitor assigned accounts and all applicable collection reports.
  • Handle all outbound and inbound collection calls within stipulated timelines in a professional manner and in accordance with debt collection practices and privacy regulations.
  • Respond to all electronic correspondence within set timelines.
  • Establish and record reason for past due accounts.
  • Negotiate payment arrangement to bring accounts current.
  • Provide timely follow-up on payment arrangements.
  • Refer files for commencement of legal action once all required collection steps have been taken and within timelines as set by management.
  • Maintain detailed and accurate notes of all correspondence, payment arrangements, communications and matters of interest on debt collection system.
  • Update mortgage system with any information pertaining to client or loan.
  • Work closely with other departments to ensure satisfactory collection and payment results such as payment date/payment frequency changes and deferral request.
  • Coordinate with the Residential and commercial Renewals teams to achieve resolution on loans past maturity; follow ups/exceptions due to refinances will take place.
  • Understand and follow policies, guidelines and procedures.
  • On a monthly basis, the incumbent will be responsible for the preparation of specific reports on assigned categories

Requirements

  • Completed a diploma program in a related discipline and have a minimum of 2 years of collections experience
  • Minimum 2 years' experience in a financial service industry
  • Strong communication, problem solving and analytical skills required
  • Strong negotiation skills are required
  • Ability to show empathy yet remain strong and thick skinned; must be sensitive and handle difficult situations as this is the norm
  • Ability to work independently and to adapt to a fast changing environment
  • Knowledge of PPlus and XRS systems are very much an asset
  • Proficiency in MS Outlook, MS Word, Excel
  • Strong attention to detail with an eye for accuracy
  • Ability to balance multiple priorities simultaneously
  • Creative, self-disciplined and capable of identifying and completing critical tasks independently and with a sense of urgency
  • Must work well in a team environment
  • Strong organizational Skills
  • Experience with HELOC (Home Equity Line of Credit) is preferred but not required

What We Offer

At Equitable Bank, we offer a competitive discretionary bonus, market leading RRSP match program, medical, dental, vision, life, and disability benefits, employee share purchase plan, maternity/parental top-up, generous vacation policy, personal days, and moving day. We also offer virtual events to connect with your fellow colleagues, annual professional development allowance, and a comprehensive career development program.

The incumbent will be working hybrid and in office time will be spent working from Equitable Bank's additional office space located at 351 King Street East, Toronto, ON.

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