Call Centre Agent

2 weeks ago

Newmarket, Canada Bill Gosling Outsourcing Full time

As a Collections & Loan Servicing Representative, you will perform recovery efforts to minimize losses on accounts that are identified as being delinquent. In addition, you may be responsible for general customer service questions including daily interest accrual, pay dates, and due date changes requests.

In this role, customer accounts will be assigned to you monthly. Through the use of both an auto dialer and manual dialing to contact and negotiate with customers, review account status/information thoroughly, and find the best solution for the customer. You will be responsible to take necessary follow up actions until the customer issues are fully resolved.
- Engage with customers on all inbound/outbound calls, and other channels of communication applicable and/ or supports to update customer’s account information
- Works with customer in an effort to satisfy any deficient balances. Reviews, monitors, and engages with a high volume of customers per day.
- Negotiate payment terms/arrangements if applicable
- Reviews delinquent accounts daily and maintains losses at or below established guidelines for assigned job duties.
- Accurately documents all account activities and pertinent information to include, but not limited to, verifications and demographic changes.
- Meets individual and departmental objectives set by department management. Strives to continuously improve the quality and productivity of work.
- Overcome consumer objections; refer complaints immediately to the appropriate MC/TL/relevant department.
- Notifies management of accounts needing additional attention.
- Ensures compliance with client policies, procedures, safety, state and federal laws, regulations, and standards

Experience
- Previous experience in a Collections role is preferred but not required.
- Experience in the finance or credit industry a plus.
- Database skills a plus.
- Proficiency in Microsoft Word and Excel is required.
- Proven analytical & problem-solving skills is required, as well as the ability to utilize appropriate analysis, judgment, and logic.
- Excellent written and verbal communication skills are required.

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

**Salary**: $16.00-$17.10 per hour

Schedule:

- 8 hour shift

Supplemental pay types:

- Bonus pay
- Commission pay
- Overtime pay

Work Location: Hybrid remote in Newmarket, ON

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