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Customer Payments Specialist

2 months ago

Toronto, Ontario, Canada Equitable Bank Full time
{"The Role": "

The Opportunity

Review and monitor assigned accounts and all applicable collection reports to ensure timely and effective debt recovery.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, maintaining a high level of professionalism and courtesy.Establish and record reason for past due accounts, providing clear and concise documentation.Negotiate payment arrangements to bring accounts current, utilizing strong communication and problem-solving skills.Provide timely follow-up on payment arrangements, ensuring seamless communication with clients.Refer files for commencement of legal action once all required collection steps have been taken, in accordance with management timelines.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, ensuring data accuracy and integrity.Collaborate with other departments to ensure satisfactory collection and payment results, such as payment date/payment frequency changes and deferral requests.Coordinate with the Residential and commercial Renewals teams to achieve resolution on loans past maturity, following up on exceptions due to refinances.Understand and follow policies, guidelines, and procedures, ensuring compliance with Equitable Bank's standards.

Your Skills and Experience

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, with a strong understanding of debt recovery practices.Strong communication, problem-solving, and analytical skills required, with the ability to negotiate payment arrangements.Ability to show empathy while remaining strong and thick-skinned, handling difficult situations with sensitivity.Ability to work independently and adapt to a fast-changing environment, with a strong attention to detail and organizational skills.Knowledge of PPlus and XRS systems is an asset, with proficiency in MS Outlook, MS Word, and Excel.Strong negotiation skills, with the ability to balance multiple priorities simultaneously and work well in a team environment.Experience with HELOC (Home Equity Line of Credit) is preferred but not required.

What We Offer

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 even a moving day.Virtual events to connect with your fellow colleagues.Annual professional development allowance and a comprehensive Career Development program.A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience.

Work Environment

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