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Customer Payments Specialist

2 months 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.

The Work
  1. Review and monitor assigned accounts and all applicable collection reports to identify areas for improvement and optimize collection efforts.
  2. Handle all outbound and inbound collection calls in a professional manner, adhering to debt collection practices and privacy regulations.
  3. Respond to all electronic correspondence within set timelines, ensuring timely and effective communication with clients.
  4. Establish and record reason for past due accounts, providing a clear understanding of the root cause of delinquency.
  5. Negotiate payment arrangements to bring accounts current, working closely with clients to find mutually beneficial solutions.
  6. Provide timely follow-up on payment arrangements, ensuring prompt resolution and minimizing the risk of further delinquency.
  7. Refer files for commencement of legal action once all required collection steps have been taken and within timelines as set by management.
  8. Maintain detailed and accurate notes of all correspondence, payment arrangements, communications, and matters of interest on debt collection system.
  9. Update mortgage system with any information pertaining to client or loan, ensuring seamless integration and accurate record-keeping.
  10. Work closely with other departments to ensure satisfactory collection and payment results, such as payment date/payment frequency changes and deferral requests.
  11. Coordinate with the Residential and commercial Renewals teams to achieve resolution on loans past maturity, following up on exceptions due to refinances.
  12. Understand and follow policies, guidelines, and procedures, ensuring compliance with regulatory requirements and Equitable Bank's standards.
  13. Prepare specific reports on assigned categories on a monthly basis, providing valuable insights and contributing to the team's success.
About You

We are looking for a highly motivated and experienced professional with a strong background in collections and financial services. The ideal candidate will possess:

  • A diploma program in a related discipline and a minimum of 2 years of collections experience.
  • Minimum 2 years' experience in a financial service industry, with a strong understanding of debt collection practices and regulations.
  • Strong communication, problem-solving, and analytical skills, with the ability to work independently and adapt to a fast-changing environment.
  • Strong negotiation skills, with the ability to show empathy and remain strong and thick-skinned in difficult situations.
  • Proficiency in MS Outlook, MS Word, Excel, and knowledge of PPlus and XRS systems, which are highly valued assets.
  • Strong attention to detail, with an eye for accuracy and the ability to balance multiple priorities simultaneously.
  • Creative, self-disciplined, and capable of identifying and completing critical tasks independently and with a sense of urgency.
  • Ability to work well in a team environment, with strong organizational skills and a commitment to delivering exceptional results.
What We Offer

As a valued member of our team, you will enjoy a range of benefits, including:

  • Competitive discretionary bonus
  • Market-leading RRSP match program
  • Medical, dental, vision, life, and disability benefits
  • Employee Share Purchase Plan
  • Maternity/Parental top-up while you care for your little one
  • Generous vacation policy, personal days, and moving day
  • Virtual events to connect with your fellow colleagues
  • Annual professional development allowance and a comprehensive Career Development program

We are committed to creating a new kind of banking experience, and we invite you to join us on this exciting journey. Apply today to become a part of our dynamic team at Equitable Bank