Collection Specialist

4 weeks ago

Toronto, Ontario, Canada City of Toronto Full time

Job Title: Collection Specialist

About the Role

We are seeking a highly skilled and experienced Collection Specialist to join our team at the City of Toronto. As a Collection Specialist, you will be responsible for initiating pre-collection contact with customers, reviewing accounts and reports for accuracy, and utilizing various communication methods to respond to customers and collection agencies.

Key Responsibilities
  • Initiates pre-collection contact with customers to ensure timely payment and accurate information in our database.
  • Reviews accounts and reports for accuracy and makes recommendations for revisions as necessary.
  • Utilizes multi-screen, telephone, and written communication to respond to customers, collection agencies, and other interested parties.
  • Makes calls and collection contacts with customers to keep them within our payment terms.
  • Follows up on all accounts, including suspended and delinquent accounts, to communicate payment terms and expectations to customers.
  • Establishes effective payment arrangements by assessing the debtor's financial viability and follows through on individual payment agreements.
  • Provides information in response to customer enquiries and complaints.
  • Achieves and maintains collection forecasts to minimize bad debt by working closely with customers, collection agencies, and other stakeholders.
  • Maintains logs on all outstanding customer issues.
  • Handles and resolves complaints about payment and accounting issues.
  • Liaises with Corporate Legal Services and makes recommendations on enforcement action.
  • Investigates customer credit rating based on various credit reports.
  • Generates collection letters to secure account settlement or resolution.
  • Works on delinquent accounts in preparation for third-party intervention.
  • Prepares weekly or monthly reports on delinquent accounts and makes recommendations to Manager and senior team members on appropriate enforcement action.
  • Analyzes aging and liquidity reports and advises on account assignment and collection methods.
  • Liaises with Collection Agencies and provides recommendations on items eligible for write-off.
Requirements
  • Considerable experience in collections, database management, investigation, and account settlement.
  • Considerable experience working on and communicating payment terms and generating collection letters.
  • Considerable experience with Microsoft Office, including Word, Excel, Access, and PowerPoint.
  • Extensive customer service experience dealing with the public, by phone and mail.
  • Considerable experience working in a high-volume call/contact centre environment.
  • Excellent communication and interpersonal skills with the ability to correspond and interact with staff in other Divisions, Collection Agencies, Councilors, and representatives from external agencies and organizations.
  • Good organizational skills and the ability to work in a high-pressure, multitask, high-volume team-oriented environment with minimal supervision.
  • Familiarity with the Collection Agencies Act and City policies and procedures to maximize collections.
  • Ability to set up and accurately maintain manual and computerized filing systems.
  • Acquired investigative and/or tracing techniques coupled with conflict resolution skills.
  • Familiarity with government legislation.
  • Ability to work flexible and/or varied work hours.
  • Ability to work with Third-Party Collection Agencies and/or Legal Professionals.

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