Customer Account Resolution Specialist (Yes Plan Auto Finance)

Go Auto; Edmonton; Remote; CAD 42,000 - 46,000; Full time

Benefits offered by this job

Fully Remote Work

Health and Dental Benefits

Vacation 3 weeks

Job summary

Go Auto is seeking a Customer Account Resolution Specialist in Edmonton to manage collections, negotiate payment plans, and support account recovery for Go Auto Finance. The role involves outbound/inbound calls, documentation updates, and collaboration with internal teams.

The position offers a base salary between $42,000 and $46,000 per year, with a strong bonus/commission plan, standard business hours, and a fully remote option after in-person training.

Qualifications

• High school diploma or equivalent required.
• Minimum of 1 year in collections, customer service, or related financial service or call center role.
• Experience negotiating payment arrangements or resolving delinquent balances is preferred.

Responsibilities

• Conduct outbound and inbound contact with customers to discuss overdue balances.
• Negotiate payment arrangements and escalate accounts when necessary.
• Update accounts with all collections activity and prepare escalation documentation.
• Collaborate with internal teams to support collections workflows and escalation processes.

Skills

Microsoft Word

Outlook

Adobe

Education

High school diploma or equivalent

Tools

Loan management systems

Dialer platforms (Jas)

Job description

Customer Account Resolution Specialist- Yes Plan Go Auto Finance (16830 107 Ave NW, Edmonton, AB)

We’re looking for customer-focused individuals to join our team as a Customer Account Resolution Specialist with Go Auto.

Job Duties and Responsibilities:

Collections & Account Recovery

• Conduct outbound and inbound contact with customers through a dialer system, including phone calls, email, and text messaging, to discuss overdue account balances.
• Negotiate payment arrangements with customers to bring delinquent accounts current, in accordance with established guidelines.
• Submit accounts for escalation when delinquency surpasses defined thresholds or guidelines.
• Update customer accounts with accurate and complete information reflecting all collections activity, decisions, and customer communications.
• Draft and prepare required documentation related to customer requests.
• Use skip trace tools to locate and update customer information
• Perform collections activities in accordance with Anti-Money Laundering (AML), privacy, and internal policy requirements.

Collaboration & Team Support

• Coordinate with internal teams and cross-functional departments to support collections workflows and account escalation processes.
• Contribute to team objectives and reporting by supporting the resolution.

Experience & Qualifications

• High school diploma or equivalent is required.
• Minimum of 1 year of experience in collections, customer service, or a related financial service or call center role.
• Experience contacting customers regarding overdue accounts, negotiating payment arrangements, or resolving delinquent balances is preferred.
• Experience handling difficult or sensitive customer interactions, including conflict resolution, is considered an asset.

Skills:

• Proficiency in Microsoft Word, Outlook, and Adobe or similar document management tools.
• Proficiency with loan management systems is considered an asset.
• Familiarity with customer contact and dialer platforms (e.g., Jas) is considered an asset.
• Knowledge of customer billing processes and accounts receivable concepts.
• Ability to accurately update account records and documentation based on customer-provided information.

Competencies:

• Clear and professional verbal and written communication skills when negotiating payment arrangements and discussing sensitive, delinquent account matters with customers.
• Customer focus and service orientation, balanced with firmness and professionalism when working with customers experiencing financial difficulty.
• Attention to detail and accuracy when documenting collections activity, updating account records, and preparing escalation documentation.
• Planning, organization, and time management skills to manage a high volume of overdue accounts and competing priorities.
• Confidentiality and discretion when handling sensitive customer, financial, and credit-related information.

Working Conditions / Physical Requirements

• Work is performed in a call center environment using standard office equipment and a dialer system.
• Requires prolonged periods of sitting and extended computer and screen use.
• Involves sustained mental concentration, frequent interruptions, task switching, multitasking under deadlines, and repetitive data entry.
• Work includes regular interaction with customers regarding delinquent accounts, which may involve emotionally sensitive or challenging conversations.

Compensation:

• $42,000 to $46,000 per year
• Industry Leading Bonus/Commission Plans

Hours/Schedule

• Monday through Friday 8:00 AM – 5:00 PM

What’s in It for You:

• Fully Remote Work – Enjoy the flexibility and convenience of working from home after completing your in-person training.
• Health and Dental Benefits – Comprehensive health and dental coverage plus a health spending account because your well-being matters.
• Employee Investment Program – Earn a guaranteed 10% annual return, with potential returns up to 16% based on Go Auto’s profits.
• Vacation Time That Grows With You – Enjoy 3 weeks of vacation after your first year, 4 weeks after 5 years, and 5 weeks after 10 years.
• Learn and Grow – Access ongoing training, development opportunities, and our Go Auto U learning platform to support your career growth.
• Career Advancement Opportunities – We believe in promoting from within and helping our team members build long-term careers.
• Positive Team Environment – Join a supportive, collaborative team that values hard work, growth, and great customer experiences.
• Giving Back Matters – Be part of a company that supports initiatives like Kids with Cancer Society and Go Auto Fuels the Schools.
• Build a Long-Term Career – At Go Auto, we’re focused on building careers, not just filling jobs.

At Go Auto, we’re in the business of building careers, not just jobs. If you’re looking for a stable remote opportunity with flexibility, growth potential, and a strong team culture, we’d love to hear from you.