Bilingual Collection and Customer Service Agent

Iceberg Finance Inc.; Toronto; Hybrid; CAD 42,000 - 56,000; Full time

Benefits offered by this job

Full-time employment

Extended healthcare

RRSP program with company match

Hybrid work option (1 day remote)

Growing company

Job summary

Iceberg Finance Inc. is seeking a Bilingual Collection and Recovery Agent in a hybrid role in Toronto, Ontario. The position focuses on collecting delinquent accounts, coordinating asset seizures when necessary, and maintaining accurate contract data.

You will handle inquiries, perform skip tracing, and prepare required notices. The role requires bilingual French-English communication, strong negotiation skills, and a customer-service mindset.

Qualifications

• Fluent in French and English, written and spoken.
• Experience collecting delinquent accounts and recovering assets.
• Strong communication and negotiation skills.
• Ability to document interactions accurately in the system.

Responsibilities

• Review accounts daily/weekly to minimize delinquency and repossession.
• Perform telephone collection calls and follow-ups on past-due accounts.
• Negotiate payment arrangements with customers.
• Educate customers on payment options and credit implications.
• Escalate complex accounts to management when needed.
• Keep customer information up to date in the collection system.
• Document all calls in the system accurately.
• Skip tracing when contact cannot be established.
• Assist with payment amendments and related reporting.
• Prepare notices and assist with seizure-related payables.

Skills

Bilingual French-English

Negotiation

Customer service

Communication

Teamwork

Tools

MS Office

Job description

Company Description

iFinance Canada is a leading Canadian consumer finance company that offers flexible financial solutions tailored to the unique needs of our clientele. Our mission is to empower individuals with accessible financing options, supported by a dedicated team of knowledgeable professionals. We foster an environment of growth, support, and a customer-focused approach.

Company Description

iFinance Canada is a leading Canadian consumer finance company that offers flexible financial solutions tailored to the unique needs of our clientele. Our mission is to empower individuals with accessible financing options, supported by a dedicated team of knowledgeable professionals. We foster an environment of growth, support, and a customer-focused approach.

What’s The Job

The Bilingual Collection and recovery agent is responsible for collecting delinquent accounts and coordinating asset seizures when necessary. They handle incoming and outgoing customer inquiries, ensuring high-quality service. This role requires effective case management, prioritization, and maintaining accurate data for contracts. Additionally, the representative will manage administrative paperwork related to customer contracts efficiently.

What Will Your Mission Be?

• Review accounts on a regular basis (daily and or weekly) to keep delinquency and repossession to a minimum and manage repossession in an effective manner
• Conduct prompt, courteous and persuasive telephone collection calls and following up on past due accounts.
• Negotiate mutually acceptable remedy to the customer’s delinquent account
• Educating our customers on acceptable payment arrangements and the benefits of their account as well as their credit bureau
• Escalate problematic accounts to Manager
• Verify and update customer information and keeping customer records updated in the collection system
• Accurately documenting all telephone calls as appropriate in the collection system
• Skip tracing files when unable to reach or contact our customers using available information
• Assist as required in identifying and recommending any payment arrangements and assisting with the corresponding documentation
• Prepare and recommend payment amendments and coordinating the relative reporting
• Issue appropriate notices
• Assist with the preparation of payables associated with seizure activity

Are You Interested in this challenge? This position is for you if:

• You have an interest in participating in the company’s activities;
• You are a thorough, rigorous, organized, and discerning person;
• You have experience in customer service;
• You are comfortable with computer software;
• You have a collaborative spirit and enjoy teamwork.

Qualifications

• Proven experience as a collection agent.
• Bilingualism in French and English, spoken and written.
• Knowledge of relevant legal requirements.
• Excellent communication and interpersonal skills.
• Ability to negotiate and persuade.
• Ability to be polite and compassionate without losing confidence.
• Professional knowledge of MS Office and databases.
• Diplomatic, negotiation, and conflict resolution skills to handle delinquent accounts and late payments.
• Exceptional attention to detail and accuracy.
• Strong work ethic and positive team attitude.
• Ability to work well independently and within a team.

Competencies

• Strong communication skills.
• Organizational and problem-solving skills.
• Great attention to detail.
• Ability to work independently and as a team

What Awaits You?

• Permanent Full-time position
• Superior benefits including extended healthcare
• RRSP program with company match
• Growing company
• Positive environment with later morning start times
• In office work model with one day per week at home optional

Do you want a stimulating work environment where you will be challenged to excel? This is exactly what Iceberg Finance has to offer!