Bilingual Collection Associate

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

Benefits offered by this job

RRSP matching

Gym membership subsidies

Insurance benefits

Job summary

Imperial PFS Canada, a leading premium financing company, seeks a Collections Associate to deliver legendary service to agents and insured customers. You will handle arrears, document conversations, and propose repayment options while maintaining accurate account notes.

Based in Canada with offices in Vancouver and Toronto, the role requires a college graduate with bilingual French and English, plus strong communication and negotiation skills for a fast-paced environment.

Qualifications

• 1+ year in call centre, customer service, collections, or consumer loan industry.
• Excellent oral and written communication for collections calls.
• Good math and quick calculation skills.
• Strong organizational and time management abilities.
• Bilingual French and English required.
• Adaptable in a fast-paced environment.
• Problem-solving and negotiation skills.
• Team-oriented and customer-focused.

Responsibilities

• Provide Legendary service to agents and insured customers in a timely, accurate manner.
• Respond to inquiries from brokers, carriers, and customers and document calls.
• Discuss arrears with clients and propose suitable repayment options.
• Understand clients’ financial situations to tailor cure solutions.
• Maintain notes and actions on each account.
• Assist with loan loss write-offs and appropriate actions.

Skills

Call center experience

Customer service

Collections

Bilingual French & English

Communication skills

Math skills

Teamwork

Education

College graduate

Tools

Microsoft Office

Job description

Imperial PFS Canada is a leading company in the insurance premium financing space .

Known for our customizable payment solutions and tech-forward approach, Imperial PFS Canada employs over 50 associates, and growing! With offices in Vancouver, BC and Toronto, ON, as well as representation in Alberta and Quebec, Imperial PFS Canada continues to expand and is looking for talented individuals to join our workforce.

Our parent company, Imperial PFS , is a respected leader in the premium financing industry in the United States, with more than 500 Associates and 30 locations. They bring the strength of an international company reinforced by local relationships and service.

If you want to work for one of Canada’s leading premium financing company’s, and have a willingness to learn and grow, then look no further. We’re looking forward to having you join our team!

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.

Written and verbal in French is required

KEY RESPONSIBILITIES:

• 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
• All candidate screening and assessments are conducted by our team - AI is not used in the interview process.

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

Every day, we work to deliver on our Corporate Mission Statement: "To be the market leader by delivering innovative financial and technology solutions to help our Customers, partners, and investors achieve their goals."

How do we do that? By empowering and encouraging our Associates to provide products and legendary Customer service unparalleled in our industry.

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*