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Bilingual Recovery Agent
13 hours ago
CanCap Group Inc. is part of 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. CanCap works with Automobile Dealer Partners to help clients finance the purchase of new and used vehicles.
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 Bilingual 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)
- 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
Additional Information
- Priority will be given to candidates with availability and flexibility to work shifts during days, afternoons, evenings, and weekends. Shifts will run between 8am and 11pm EST.
- To be considered for employment you will need to successfully pass a criminal background check and a validation of your work experience.
Next Steps
Adding to our team is one of the most important steps that happens in our business. We've taken time to be purposeful and thoughtful with this job posting. Please take time to do the same with your application. Help us understand how you see your work experience as relatable to this job posting.
Diversity and Inclusion
CanCap Group Inc. is an equal opportunity employer and values diversity. We are committed to building and evolving a team reflecting a variety of backgrounds, perspectives, and skills.
Thank you to all interested applicants. Only candidates who possess the experience, skills, and qualifications outlined above will be contacted for next steps in the hiring process.
