Repayment Counsellor

**Who are we?**:

- Identify borrower needs and analyze their financial capacity. Provide customized solutions and debt management options
- Maintain knowledge of products and process changes, through actively participating in training programs and daily knowledge management system navigation
- Achieve individual productivity targets as assigned, contributing to inbound service target adherence as well as overall client-driven repayment success measures
- Required to meet standard call center Key Performance Indicators including Voice of Customer.
- Use discretion and maintain confidentiality in handling sensitive information. Understand the importance of escalating issues for resolution following established escalation processes
- Document, summarize and update the Account Management System for all activity as agreed to with loan borrower at point of contactPositively represent Finastra in all interactions with borrowers to achieve results to achieve the best interests for the organization

**Skills and Knowledge**
- Knowledge of basic accounting skills to perform basic mathematical calculations
- Computer proficiency and keyboarding skills.
- Ability to talk and type quickly and accurately
- Demonstrated oral and written communication skills
- Ability to navigate and understand product/process guides and training material
- Excellent problem solving skills and ability to think quickly and logically
- Exceptional attention to detail and the ability to work with mínimal supervision
- Ability to deal with emotional and irate borrowers, while maintaining a professional demeanourStrong aptitude for learning new systems and technologies with the ability to integrate

**Experience**
- 1-2 years progressive experience in a Call Centre, Customer Service or Telemarketing environment would be an asset
- Completion of High School
- Ability to clear background checks including: Credit, Criminal and Reliability Clearance
- Able to be flexible to work during hours of operation of 6:30 a.m. to 11:00 p.m. Monday through Friday and 9:00 a.m. - 5:00 pm Saturday(occasionally).
- Work all assigned shifts, potential to change on a quarterly basis
- Willing to work overtime, as needed
- Bilingual (French) would be a plus.

Finastra is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). We will accommodate applicants' needs upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require. Information received related to accommodation will be addressed confidentially.

We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:

- **Flexibility**:Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
- **Well-being**:Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support.
- **Medical, life & disability insurance, retirement plan, lifestyle and other benefits**
- **ESG**:Benefit from paid time off for volunteering and donation matching.
- **Career Development**:Access online learning and accredited courses through our Skills & Career Navigator tool.
- **Recognition**:Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.
- Specific benefits may vary by location.

At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.

Be unique, be exceptional, and help us make a difference at Finastra

Finastra is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). We will accommodate applicants' needs upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require. Information received related to accommodation will be addressed confidentially.