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Customer Payments Specialist

2 months ago

Toronto, Ontario, Canada Equitable Bank Full time
About the Role

We are seeking a highly skilled and experienced 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.

Key Responsibilities
  • Review and monitor assigned accounts and all applicable collection reports to ensure timely and effective resolution.
  • Handle all outbound and inbound collection calls in a professional manner, adhering to debt collection practices and privacy regulations.
  • Respond to all electronic correspondence within set timelines, ensuring prompt and effective communication with clients.
  • Establish and record reason for past due accounts, and negotiate payment arrangements to bring accounts current.
  • Provide timely follow-up on payment arrangements, and refer files for commencement of legal action when necessary.
  • Maintain detailed and accurate notes of all correspondence, payment arrangements, communications, and matters of interest on debt collection systems.
  • Update mortgage systems with any information pertaining to clients or loans, ensuring accurate and up-to-date records.
  • Work closely with other departments to ensure satisfactory collection and payment results, including payment date/payment frequency changes and deferral requests.
  • Coordinate with Residential and Commercial Renewals teams to achieve resolution on loans past maturity, and follow up on exceptions due to refinances.
  • Understand and follow policies, guidelines, and procedures, and adhere to regulatory requirements.
  • Prepare specific reports on assigned categories on a monthly basis, providing valuable insights and analysis to inform business decisions.
About You

We are looking for a highly skilled 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 negotiate and resolve complex issues.
  • Strong negotiation skills, with the ability to empathize with clients while remaining professional and assertive.
  • Ability to work independently and adapt to a fast-changing environment, with a strong attention to detail and eye for accuracy.
  • Proficiency in MS Outlook, MS Word, and Excel, with experience in PPlus and XRS systems an asset.
  • Strong organizational skills, with the ability to balance multiple priorities simultaneously and meet deadlines.
  • Experience with HELOC (Home Equity Line of Credit) is preferred but not required.
What We Offer

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 colleagues, annual professional development allowance, and a comprehensive career development program.