Collections Agent

National Bank of Canada; Winnipeg; Hybrid; CAD 42,000 - 62,000; Full time

Benefits offered by this job

Health and wellness program

Flexible group insurance

Generous pension plan

Employee Share Ownership Plan

Employee and family assistance program

Telemedicine service

Virtual sleep clinic

Job summary

National Bank of Canada is seeking a Collections Agent within the Equipment Finance team in Canada to manage client accounts, negotiate payments, and build constructive relationships throughout the lifecycle of accounts.

You will respond to inquiries, document activities, ensure confidentiality, and collaborate with clients to resolve disputes while meeting compliance requirements, with a hybrid work environment offered.

Qualifications

• Hold a college diploma or equivalent experience and minimum of 2 years in administration, customer service, banking, financial services, credit, collections, or related field.
• Experience managing client accounts, documenting payment arrangements, and maintaining accurate records.
• Proficiency with Microsoft Office and the ability to quickly learn new systems and applications.
• Knowledge of collections practices and applicable compliance requirements; experience with collections regulations is an asset.
• Experience working in a fast-paced environment while managing multiple priorities.

Responsibilities

• Respond to client inquiries and address collection-related concerns in a professional and timely manner.
• Negotiate payment arrangements and secure payments while maintaining positive client relationships.
• Collaborate with clients to resolve disputes and identify equitable solutions that support business objectives.
• Manage collections files, assess account status, and determine appropriate next steps, including escalation actions when required.
• Ensure the accuracy, completeness, and confidentiality of client information and documentation.
• Document collection activities, payment agreements, and account updates in accordance with established procedures and compliance requirements.

Skills

Client education

Client-focused

Communication

Debt collection

Emotional intelligence

Empathy

Information analysis

Learning agility

Listening

Negotiation

Standards compliance

Teamwork

Education

College diploma or equivalent

Tools

Microsoft Office

Job description

A career as a Collections Agent or Collections Agentess in the National Bank Equipment Finance team at National Bank means acting as a customer-focused collections professional who builds constructive relationships with clients and negotiates fair solutions to achieve positive outcomes. This role allows you to make a meaningful impact through your expertise in collections, customer service, problem resolution, and portfolio management throughout the lifecycle of Equipment Finance accounts.

Your role

• Respond to client inquiries and address collection-related concerns in a professional and timely manner.


• Negotiate payment arrangements and secure payments while maintaining positive client relationships.


• Collaborate with clients to resolve disputes and identify equitable solutions that support business objectives.


• Manage collections files, assess account status, and determine appropriate next steps, including escalation actions when required.


• Ensure the accuracy, completeness, and confidentiality of client information and documentation.


• Document collection activities, payment agreements, and account updates in accordance with established procedures and compliance requirements.

Your team

The Equipment Finance sector consists of more than 300 specialists across Canada who work collaboratively and proactively to deliver exceptional client experiences and continuously improve our processes.

Within the Equipment Finance department, you are part of a team of more than 300 colleagues and report to the Manager, Contract Administration. Our team stands out for its commitment to client service excellence, teamwork, and delivering effective financing solutions. We aim to offer you maximum flexibility to promote your quality of life. This includes a hybrid work environment and a flexible, adaptable schedule.

The Bank values continuous development and internal mobility. Our personalized training programs, based on learning through action, allow you to master your role and develop new areas of expertise. Tools such as the Data Academy, language training, the Harvard Learning Center, and coaching and mentoring support are available to you at all times.

Requirements

• Hold a college diploma or equivalent experience and a minimum of 2 years of experience in administration, customer service, banking, financial services, credit, collections, or a related field.


• Experience managing client accounts, documenting payment arrangements, and maintaining accurate records.


• Proficiency with Microsoft Office and the ability to quickly learn new systems and applications.


• Knowledge of collections practices and applicable compliance requirements; experience with collections regulations is considered an asset.


• Experience working in a fast-paced environment while managing multiple priorities.

Mandatory Languages

• English required


• French is considered an asset

Soft skills

• Strong attention to detail


• Professional judgment and discretion
  
• Respect for confidentiality


• Customer-focused approach


• Problem-solving and negotiation skills


• Ability to adapt to changing priorities

Languages: English

Required skills: Client Education, Client-focused, Communication, Debt Collection, Emotional Intelligence, Empathy, Information Analysis, Learning Agility, Listening, Negotiation, Standards Compliance, Teamwork

Your benefits

• Health and wellness program, including many options


• Flexible group insurance


• Generous pension plan


• Employee Share Ownership Plan


• Employee and family assistance program


• Preferential banking services


• Involvement in community initiatives


• Telemedicine service


• Virtual sleep clinic

We have an offer that keeps up with trends as well as your needs and those of your family.

Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We value employees' ideas. Whether through our surveys or programs, regular feedback and ongoing communication are encouraged.

Making a bold move in a people-first environment

We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on people's lives. Our core values of partnership, agility, and empowerment inspire us, and inclusion is central to our commitments. We aim, wherever possible, to provide a barrier-free and accessible environment to all employees.

We strive to provide accessibility measures throughout the recruitment process within the limits of our available resources. If you require accommodations, feel free to let us know during our initial conversations. We welcome all candidates! What can you bring to our team?

Join us!