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Bilingual Collections Officer II

2 months ago

Kitchener, Ontario, Canada Compunnel Inc. Full time
About the Role

We are seeking a highly skilled and bilingual Collections Officer II to join our team at Compunnel Inc. As a key member of our collections team, you will be responsible for resolving delinquent and past due payments for our clients.

Key Responsibilities
  • Collection Process Ownership: Own the full collection process of delinquent and/or past due payments up to loan/account being brought current and/or written off, on various products such as loans, lines of credit, bank accounts, and mortgages.
  • Complex Account Management: Manage and resolve more complex delinquent accounts in a timely and accurate manner.
  • Payment Processing: Ensure payments and adjustments are processed accurately and within company policies.
  • Correspondence Management: Manage incoming correspondence received from clients and determine action required or next steps.
  • Account Analysis: Review, investigate, and analyze accounts to determine the client's ability to repay the debt.
  • Negotiation and Problem-Solving: Negotiate payment arrangements/solutions within credit policy guidelines and adhering to policies and procedures.
  • Account Record Maintenance: Maintain account records regarding the financial status of the customer and the status of the collection's efforts.
  • Escalation and Risk Management: Escalate legal or third-party notices where the Bank's security is at risk, including property tax arrears, tax sales, and insurance cancellation notices.
  • Customer Service and Confidentiality: Maintain client privacy and confidentiality, and ensure processes align with Bank and Compliance policies and practices.
  • Complaint Resolution: Review and recommend solutions for escalated client complaints.
Requirements
  • Previous Collection Experience: 1-3 years of previous collection/recoveries experience, ideally with mortgage collection.
  • Analytical and Problem-Solving Skills: Ability to enjoy using your analytical, interpretive, judgement, and problem-solving skills.
  • Adaptability and Communication: Ability to adapt quickly and easily to changes with fluctuating work volumes in a fast-paced changing environment, and to communicate effectively in both written and verbal French and English.
  • Knowledge and Compliance: Ability to read/interpret mortgage/loan agreements and legal documents, including bankruptcy notices and filing Proof of Claims, and knowledge of laws, rules, and regulations governing Collection functions in various provinces.
  • Cross-Functional Collaboration: Ability to collaborate with geographically and culturally diverse cross-functional teams.
  • Bilingualism: Fully bilingual in French and English (both written and verbal).
Preferred Qualifications
  • Technical Skills: Strong/advanced competency in the Microsoft Office Suite and SalesForce.
  • Product Knowledge: Comprehensive understanding of products and services.