Recovery Service & Redemption Representative

ESC Corporate Services; Toronto; Hybrid; CAD 50,000 - 61,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

ESC is seeking a Recovery Service Operator & Redemption Representative in Toronto, Ontario, offering a hybrid in-office/remote work arrangement. You will be the frontline contact for customers, coordinating redemption appointments, ensuring accuracy, and maintaining compliant processes.

The role demands strong communication, meticulous attention to detail, and a proactive service mindset. Qualifications include post-secondary education in Collections and 3+ years in customer service within

Qualifications

• Post-secondary education and a background in Collections.
• 3+ years of customer service experience, ideally within Collections.
• Excellent verbal and written communication with professional telephone etiquette.
• Strong reading comprehension and basic mathematical skills.
• Ability to stay calm under pressure and manage tight deadlines.
• Proficiency with Windows, Outlook, Word, Excel, and general office equipment.

Responsibilities

• Serve as the first point of contact by answering incoming calls, greeting callers professionally, identifying needs, and providing solutions.
• De-escalate challenging situations and resolve issues independently or redirect inquiries appropriately.
• Collaborate with Recovery Representatives to obtain required documentation for redemption appointments.
• Manage and coordinate the in-house redemption calendar, including scheduling and facilitating appointments.
• Ensure all redemption paperwork is completed accurately and company obligations are met.
• Follow established recovery processes and apply all applicable rules and compliance standards.
• Support corporate quality control and continuous improvement initiatives.
• Perform administrative and quality-related tasks as required.

Skills

Customer service

De-escalation

Communication

Attention to detail

Time management

Microsoft Office

Education

Post-secondary education in Collections

Tools

Windows

Outlook

Word

Excel

Job description

Status: Full-time Permanent Current Vacancy

Salary Range: The annual salary for this position ranges from $49,500 - $60,500. Exact compensation may vary based on qualification, experience, and education.

Closing Date: August 30, 2026

We are ESC, an experienced provider that delivers solutions uniting public records data, customer authentication, corporate services, collateral management, asset recovery, and accounts receivable management which support registration, due diligence, and lending practices of clients across Canada. Our people are what drives our innovation, growth, and well-being.

We are looking for a Recovery Service Operator & Redemption Representative to help with our continued growth and contribute to our future.

In this role, you’ll be the primary point of contact for customers and clients, ensuring calls are handled professionally, appointments are coordinated seamlessly, and all redemption processes are executed accurately and efficiently.

What you’ll do:

• Serve as the first point of contact by answering incoming calls, greeting callers professionally, identifying needs, and providing solutions
• De-escalate challenging situations and resolve issues independently or redirect inquiries appropriately
• Collaborate with Recovery Representatives to obtain required documentation for redemption appointments
• Manage and coordinate the in-house redemption calendar, including scheduling and facilitating appointments
• Ensure all redemption paperwork is completed accurately and company obligations are met
• Follow established recovery processes and apply all applicable rules and compliance standards
• Support corporate quality control and continuous improvement initiatives
• Perform administrative and quality-related tasks as required

What you’ll need:

• Post-secondary education and a background in Collections
• 3+ years of customer service experience (ideally within Collections), with proven ability to handle difficult conversations and de-escalate conflict
• Strong reading comprehension and basic mathematical skills
• Excellent verbal and written communication skills with professional telephone etiquette
• Ability to think quickly, stay calm under pressure, and manage tight deadlines
• Strong attention to detail, organizational skills, and sound judgment
• Proficiency with Windows, Microsoft Outlook, Word, Excel, and general office equipment

Please note: This position is eligible for a hybrid work arrangement consisting of in-office and remote work.

What we offer:

At ISC, we believe in progress with purpose and are proudly certified as a Great Place to Work. We’re committed to creating a supportive, inclusive, and engaging environment where people can thrive. Here’s what you can expect when you join our team:

We believe in progress with purpose.

• Growth through strategic partnerships
• Investment in new products

We support your growth.

• Education support

We care about people.

• Competitive salary and benefits package
• Recognition programs

A little more about us:

ESC is a wholly owned subsidiary of ISC. ISC is the leading provider of registry and information management services for public data and records. Throughout our history, we've excelled at delivering value to government, industry, and our community. We are the partner of choice for governments and private sector organizations seeking solutions across the information management spectrum.

Help us put public records at our customers’ fingertips with your customer-centric approach.