Collections Account Manager
5 days ago
The Collections Account Manager will collect outstanding balances on various RB Global platforms, and monitor and provide timely and effective resolutions to post-sale and all outstanding accounts (buyer & seller). This is a hybrid role based out of our Burnaby, BC office (3 days a week in office).
Responsibilities:
- Follow up on financing files with RBFS and 3rd party lenders.
- Reporting on manual work and feedback from customers.
- Identify process gaps and recommend improvements to existing processes and procedures.
- Maintain professional conduct in line with RB Global's values and culture while collecting on outstanding balances.
- Meet or exceed collections and organizational targets, goals, and KPIs.
Qualifications:
- 3 to 5 years of collections experience in auto loans, commercial collections, and financial institutions portfolios.
- Self-motivated individual with initiative and flair for identifying process gaps or opportunities for improvement.
- Strong communication skills – listening to customers and understanding their situation
- Excellent phone etiquette
- Strong written communication through email
- Excellent questioning and probing skills
- Professional and respectful
- Excellent customer experience alignment is a must
- Savvy computer skills, with proficiency in Microsoft Excel an asset
- Proven negotiation, analytical and decision-making ability
- Take ownership and resolve issues, ensuring operational risk mitigation and compliance are achieved
- Attention to detail and accurately update account information
- Utilize various trace tools to locate alternate customer information
- Clearly document contact results
- Some sales background will be helpful on the MPE portfolio
- Exceed minimum performance requirements
- Adhere to policies & procedures, and regulatory laws
- Bilingual in Spanish is an asset
- Flexibility with schedule to start early
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