Bilingual Collections Customer Service Representative (Call Center, Bank)

Collège Boréal; Mississauga; On-site; CAD 60,000 - 80,000; Full time

Job summary

Join a leading banking client as a Bilingual Collections Customer Service Representative in Mississauga. In this hybrid role, you'll handle delinquent accounts and maintain customer service standards. Ideal for an individual with call center experience who is fluent in both French and English, capable of multitasking in a fast-paced environment.

Qualifications

• Bilingual French/English is a must.
• 6 months of call center experience required.
• Basic understanding of Consumer Collections.

Responsibilities

• Perform in-bound/outbound collection calls to clients regarding overdue payments.
• Negotiate payment arrangements and offer hardship solutions.
• Document all activity details in appropriate systems.

Skills

Strong communication skills

Negotiating skills

Multi-tasking

Attention to detail

Fast learner

Team player

Tools

Microsoft Office

Job description

Our Banking client is looking for a Bilingual Collections Customer Service Representative (Call Center, Bank) Duration: 6 months contract with the possibility of extension and conversion to full time employment Location: Mississauga, ON (Hybrid) – must go into office once a month, subject to change Hours of Operation: Monday to Friday, 7 am to 11 pm, Saturdays 8 am to 6 pm, Sundays 1 pm to 8 pm Training: Candidates MUST be available for the whole training period. Mandatory attendance “The start date of this job is flexible and in order to find the best candidate the job may remain open much longer than the date mentioned on this posting… or you may be asked to start sooner than the expected start date if you are able to do so !”

Please read the job description below. If this interests you, please send a MS-Word version copy of your resume (ASAP) along with a telephone contact number: E-mail to [e-mail]

ROLE MANDATE The Early Stage Collections, call center agent is accountable for collecting 1-3 cycle delinquent and overdrawn accounts while maintaining a high standard of efficiency and customer/client service focus within a collection call center environment. Call center agents in the Early Stages department are to maintain objectivity with each customer encounter. Assess risk and make payment arrangements within established process or refer customers for alternate Re-Payment solutions (i.e., Reduced, or deferred payment programs, restructure, hardship, etc.). Engage in pro-active solution outreach offers to non-delinquent segment of bank borrowers. Agents are expected to meet specific quality and metric targets align with the LOB.

ROLE RESPONSIBILITIES INCLUDE (but are not limited to): Perform In-bound/Outbound collections call to clients regarding passed due payments Respond to inquiries regarding delinquent accounts and negotiate payment arrangement Offer Hardship solutions to customers by completing risk assessments Perform other related service responsibilities as required Document all activity details in appropriate systems Manages all transactions related to customer and branch calls or refers to appropriate internal business groups Follows documented policies and procedures to execute transactions, activities and processes within assigned authorities

MUST HAVE SKILLS

Strong communication and writing skills

6 months of previous call center minimum

Basic understanding of Consumer Collections and relevant functional procedures

Intermediate knowledge of Microsoft Office (Excel, Word, Outlook) Strong conversation communication skills and negotiating skills

Proven ability to work effectively in a fast-paced environment

Proven ability to multi-task, prioritize workload and meet deadlines Bilingual French/English

NICE TO HAVE SKILLS

Previous Financial Institution (FI) / banking experience

Collections experience

Experience in a similar role SOFT SKILLS

Team player Strong attention to detail

Fast learner Motivated Ability to work independently