Repayment Counsellor

Overview:
**What will you contribute?**

We’re incredibly proud of the work we do to support all National Student Loan recipients across Canada servicing over 2.2 million accounts for Canadians We provide best-in-class service on behalf of our largest client, the Government of Canada and many Provinces and Financial Institutions.

In your role of **Repayment Counsellor** you will motivate, counsel and provide preventative solutions to enable Student Loan borrowers with active loans or early stage delinquency to bring the account into good-standing by utilizing a variety of debt management options, products and programs. You will provide a high degree of customer focus providing a world-class customer experience in every interaction across the life cycle.

**Responsibilities**:
**Responsibilities & Deliverables**:

- Will provide a high level of customer focus by educating and assisting borrowers with debt management by identifying needs and assessing financial capacity; provide customized best-fit solutions and repayment options; proactive default prevention; utilization of internal knowledge management system.
- Communicates effectively by demonstrating solid negotiation and problem-solving skills, speaks clearly, actively listens, provides timely and helpful information.
- Very adaptable, understanding that different situations may call for different approaches and can readily adapt and adjust to borrower’s needs and requirements and a variety of de-escalation tactics.
- Tech Savvy, having the ability to learn new tools, technologies and systems building awareness of client policies & programs; capable of navigating screens while type and talk exact verbatim; navigate outbound dialer and opportunity to support borrowers on chat platform as well.
- Results driven, works towards exceeding goals and delivering high quality work; required to meet standard Key Performance Indicators.
- Maintain discretion and confidentiality in handling sensitive information; demonstrate accountability for privacy/user authentication.

Qualifications:
**Requirements**:

- Exceptional communication skill set, both written and verbal.
- Loves people, problem solving and taking an empathetic approach to finding best-fit solutions.
- Experience with delinquency management, soft collections or credit counseling is an asset.
- Has demonstrated satisfactory work performance and attendance history.
- Thrives in a structured, supportive call centre environment which is service level driven, success is measured by standard key performance metrics such as average handle time, quality, hold times etc.
- Flexible and available within business hours: Monday to Friday, our call centre is open from 6:30 am until 11 pm
- Overtime available on Saturdays, 9 am - 5 pm
- Must be comfortable to train onsite in our state of art Mississauga office. Upon completion of training, hybrid option with work from home is available.