Customer Service Representative - Account Maintenance (Early Stage Collections)

Ford, Inc; Edmonton; Hybrid; CAD 42,000 - 64,000; Full time

Job summary

Ford Credit Canada seeks a Customer Service Representative - Account Maintenance to manage our early-stage delinquency portfolio. You will work with customers to understand root causes of delinquency, negotiate payment plans, and provide expert guidance to help them get back on track while upholding Ford Credit Canada's reputation.

Based in Canada, this full-time remote role requires attendance at in-person training in the Edmonton area and flexible hours during MST.

Qualifications

• Evaluate applications for creditworthiness and assess financial risks.
• Negotiate sustainable payment arrangements with dealers over the phone.
• Provide professional expertise to help customers regain financial standing.

Responsibilities

• Evaluate creditworthiness of applications and determine approval terms.
• Directly negotiate credit terms with dealers by phone.
• Support early-stage delinquency management with personalized service and analytics.
• Maintain strong relationships with a broad network of Canadian Ford/Lincoln dealers.

Skills

Credit analysis

Financial analysis

Negotiation

Customer service

Relationship management

Communication skills

Job description

Working within a dynamic team and supporting a broad network of Ford/Lincoln dealers, the Customer Service Representative - Account Maintenance plays a critical role in managing our early-stage delinquency portfolio. In this role, you aren’t just providing service; you are a financial problem-solver. You will work directly with customers to understand the root causes of account delinquency, negotiate sustainable payment arrangements, and provide the professional expertise needed to help our customers get back on track while working to advance Ford Credit Canada’s reputation as a customer-focused lender, providing personalized service and professional expertise.

At Ford Credit Canada, you'll play a vital role in enhancing our reputation as a best-in-class lender. You'll work within a large team and a wide network of Canadian Ford/Lincoln dealers, providing personalized service and professional expertise. Your main responsibilities will include evaluating applications for creditworthiness and directly negotiating credit terms with dealers by phone. Effective communication and analytical skills are crucial for success in this role. Ideal candidates should also understand credit, financial analysis, sales, collections, and relationship management.
Location: While this role is fulltime remote, candidate must reside in or around Edmonton, AB, and be able to attend in person training at the Edmonton office.

Candidates must be able to work a flexible schedule during our hours of operation, which include Monday – Thursday from 6:00 am – 7:00 pm MST, Friday from 6:00 am – 5:00 pm MST and Saturday from 7:00 am – 1:00 pm MST.