Bilingual Collection Associate

Imperial PFS Canada; Toronto; On-site; CAD 45,000 - 52,000; Full time

Benefits offered by this job

Paid training program

RRSP matching

Employee health benefits

Team lunches & outings

Job summary

Imperial PFS Canada seeks a Collections Associate to deliver timely, accurate service to agents and insured customers. You will handle arrears, respond to inquiries, document conversations, and work with brokers to arrange repayment options.

The role requires bilingual French and English and the ability to explain financial products. Qualified candidates have 1+ year in collections or customer service, strong math and negotiation skills, and proficiency with Microsoft Office.

Qualifications

• 1+ years in call centre, customer service, collections, or consumer loan industry.
• Excellent oral and written communication for collection calls.
• Strong math skills for basic calculations.

Responsibilities

• Provide Legendary service to all customer inquiries and respond promptly.
• Correspond with brokers, carriers, and insured customers about premium finance accounts; document calls.
• Contact clients about arrears and propose repayment options to cure delinquency.
• Understand client financial situations to propose suitable solutions.
• Maintain notes and actions on accounts for each contact.
• Handle loan losses and write-offs as appropriate.
• Maintain arrears reports and timely handling of correspondence.
• Qualify and review bad debt accounts for third-party collections or legal recovery.
• Maintain knowledge of products and services to guide clients.
• Assist brokers in understanding and using our financial products.

Skills

Call Center

Customer Service

Collections

Consumer Loans

Bilingual French/English

Microsoft Office

Negotiation

Problem Solving

Education

College Graduate

Tools

Microsoft Office

Job description

Job Summary

The individual performing in this role will be responsible for providing Legendary service to agents and insured Customers in a timely and accurate manner. The Collections Associate will process incoming correspondence regarding policy maintenance, acknowledgements and other service requests on paper and electronically.

Key Responsibilities

Written and verbal in French is required

• Provide Legendary Service to all Customer inquiries (external and internal) by responding promptly and thoroughly to all requests.
• Respond to telephone inquiries from insurance brokers, insurance carriers and insured Customers regarding premium finance accounts. Properly document call conversation on each specific accounts.
• Contact clients in concerns to arrears and to make suitable repayment options to bring the loan out of delinquency.
• Work with our clients and brokers to understand the reason for arrears to understand client’s financial situation to ensure that cure solutions are suitable for the client.
• Ensure notes and actions are placed on the account for each client contact.
• Complete appropriate recommendations for loan losses and write-off
• Ensure the maintenance of arrears reports, and the prompt handling of customer correspondence and messages.
• Qualify and review bad debt accounts to be assigned to 3rd party collections or legal recovery
• Maintain a high level of product knowledge in order to provide professional and courteous guidance to clients.
• Participate in working groups to share feedback on process and workflow improvements to advance the arrears management.
• Assist brokers with understanding and utilizing our financial products and services.
• Communicate internally with Sales, Service, and finance as appropriate.
• Request generation of manual notices in the absence of system-generated notices.
• Appropriately route requests for research and resolution of account transaction issues.
• Develop and maintain knowledge of tools used by our Customers, including our website, and available payment options. Effectively communicate the applicable features and benefits and provide training on their usage.
• Be knowledgeable of IPFS Premium’s Best Practices and review procedural changes to ensure compliance with the organizations policies and procedures.
• Carry out any general task at the request of the management team that may be required by their function

Required Skills

• At least 1+ years of prior experience in at least one of the following core areas: call Centre, customer service, collections, or consumer loan industry
• Excellent oral and written communication skills for consistent collection calls
• Good math skills with the ability to perform basic calculations quickly
• Strong organizational and time management skills
• Bilingual French and English
• Ability to adapt in a fast-paced environment
• Ability to use initiative and good judgment in a decisive but fair manner in order to resolve delinquent situations.
• Results oriented, diplomatic, and adept at building customer relations.
• Excellent problem-solving and negotiation skills.
• Ability to work closely with others in a team-oriented environment. Strong written and verbal communication skills.
• Knowledge of financial services industry and lending products. Computer literacy in Microsoft Office (Word, Excel and PowerPoint) and Outlook a must
• Exceptional customer service and contact management skills
• Positive attitude, highly motivated, ability to work independently in a team environment

#IPFSCANADA

Education Qualifications

College Graduate

For Our Associates

• Getting started: We offer a comprehensive paid training program that will make you feel prepared and excited about your role.
• Staying healthy: Our Employee Assistance Program (for when you need confidential support) helps you keep an eye on short and long-term goals and any bumps that pop up along the way. We are also proud to offer subsidies to support your health and fitness goals by providing gym membership subsidies.
• Registered Retirement Savings Plan: (RRSP) with matching employer contributions.
• Company culture: Our Associates are the foundation of our company and we want you to enjoy working here! With company lunches, corporate outings, and even the occasional ice cream truck, you never know what will pop up to make your day.
• Peace of mind: Our insurance benefits include medical, prescription, dental, vision, group term life, AD&D, private duty nursing, paramedical services, and much more!

The annual compensation range for this position is $45,000 - $52,000 CAD