Call Center Agent

1 week ago

North York, Canada Total Credit Recovery Full time

Total Credit Recovery Limited (TCR) is the largest Canadian-owned receivables management company, servicing most major Canadian credit grantors. TCR is a progressive company in the financial sector, with around 350 employees in 4 offices across Canada.

**Position Overview**

We are currently seeking hard working, energetic, professional individuals to work as a Debt Counsellor **(NOC 6235 Category B)** at our Toronto Office.

The main objective of this position is to provide debt recovery services for a variety of large clients. This involves contacting consumers via the telephone to update accounts, negotiate payments and/or settlements of loans and credit card balances, process payments, answer consumer inquiries, provide necessary account related information, and update customer accounts in compliance with all regulatory standards as well as company policies. Adherence to client policies, procedures and directives is required at all times.

**Responsibilities**
- Contact consumers via the telephone to arrange payments for past due accounts
- Assist clients by proposing solutions to address financial objectives such as, debt management
- Research and evaluate consumer’s financial status, credit and ability to repay the loan
- Complete initial trace work using online tools and account systems
- Follow regulations and guidelines as per provincial, federal legislation and client specific directives.
- Professionally and respectfully negotiate with consumer and explore money sources to determine best possible repayment arrangement
- Consult with consumer to arrange repayment plan
- Professionally and respectfully negotiate with consumer and explore money sources to determine best possible arrangement
- Complete credit and loan information
- Accurately and concisely document the details of each call of TCR systems (CUBS, DRS, Collection Highway)
- Request statements on delinquent accounts and forward irreconcilable accounts for legal action
- Review and update credit and loan files
- Other duties as assigned
**Requirements**:

- Experience in a call center environment is an asset
- Good communication skills - both verbal and in writing
- Good listening skills
- Good negotiation skills
- A compassionate and empathetic approach
- Being able to maintain an objective/non-judgmental position even when talking with clients about emotional/ difficult situations
- Strong knowledge of computers and office software
- The ability to achieve performance targets
- Be able to work shifts (evening and/or weekends) on a rotating basis
**What We Offer**:

- Competitive salary
- Commission, contests and bonus plans
- Paid training
- Vacation within the first year
- Great benefits including medical, dental and optical plans
- Friendly and fun work environment
- Opportunities for advancement
*Please be advised that as per security guidelines, employees cannot hold an active security guard license and work in debt collections.
- This is a Work from Home/Remote position._

**Job Types**: Full-time, Permanent

**Salary**: $15.00-$17.00 per hour

Additional pay:

- Bonus pay
- Commission pay

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- Tuition reimbursement
- Vision care
- Work from home
Schedule:

- 8 hour shift
- Monday to Friday
- Weekend availability
Ability to commute/relocate:

- North York, ON M2J 4Y7: reliably commute or plan to relocate before starting work (preferred)
**Experience**:

- Customer service: 1 year (preferred)

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