Recovery Agent

The CanCap Group (“CanCap”) is a privately-owned Canadian national financial services company with multiple verticals across automotive, consumer, and merchant lending portfolios. We manage the entire lifecycle of the finance receivable from credit adjudication through to contract administration, customer service, default management and post charge-off recoveries.

We are a company of innovators. We learn from each other, respect each other, and create together. We strive to inspire our customers by continually understanding them, meeting their needs, and keeping them happily surprised. And we always do so with integrity.

When it comes to our customers, partners, and each other, we are always motivated by doing the “right thing”. We are always looking to find the best people and the right methods that allow us to meet this goal and look to the future for growth.

**What your day and week could look like**

Reporting to the Senior Manager, Remarketing, a **Recovery Agent** plays an essential role in supporting customers through the repayment lifecycle of their financing account(s). This includes:

- Recovery Support and Relationship Management
- Assisting in follow up with Bailiffs and Auctions on accounts in inventory.
- Interacting with supplier network regarding any questions on accounts.
- Ensuring appropriate prioritization of our files.
- Ongoing stewardship of a dedicated segment of customer accounts.
- Achieving a high volume of communication and attempted communication attempts over a combination of inbound and outbound phone calls.
- Quickly handling day to day issues such as process, file escalations, customer complaints, billing, and others as they arise.
- Consulting with senior team members to determine trends, issues, concerns, and wins.
- Providing daily, weekly, bi-weekly, monthly updates on progress and status of accounts, i.e., number of accounts received, closed, seized, sold.
- Reviewing all invoices to ensure all match existing agreement and follow up on any discrepancies prior to submitting approval for payment.
- General
- Reviewing existing processes and make recommendations where possible to improve efficiency and speed.

**What you bring**
- Two+ years collections experience in consumer lending environment (banking/financial services).
- Intermediate user skills with Excel, Word, and Outlook
- Fluent ability to write and speak business information to customers
- Ability to juggle competing priorities with a sense of urgency
- Proven organizational skills with attention to detail with an ability to pick out inconsistencies
- Outstanding ability to build rapport with customers over the telephone
- Upbeat and results-oriented team contributions
- Confidence with problem-solving, negotiating, and common-sense decision making
- Analysis and logic with the ability to weigh risks
- Commitment to providing ‘Raving Fan’ customer service
- Experience in Auto Financing or Asset Recovery is an asset
- Bilingualism (French and English) is an asset
- Motivation and drive towards continuous learning and growth within your role and the company

**What you can expect from us**

Our Employee Experience is aimed at supporting and inspiring our talented team through:

- A passionate team dedicated to the support and empowerment of others
- An environment where innovative thinking is encouraged
- Health and dental coverage for you and your family
- Time off to re-energize with a starting vacation entitlement of 15 days/year as well as personal days

This role is a hybrid work structure, with 50% of your time spent in office and 50% working from home. This could change based on the needs of the business.

To be considered for employment you will need to successfully pass a criminal background check, and validation of your work experience.

**Next Steps**

**Diversity and Inclusion**

The CanCap Group and our subsidiaries are an equal opportunity employers and value diversity. We are committed to building and evolving a team reflecting a variety of backgrounds, perspectives, and skills.