Senior Bilingual Customer Accounts Specialist (Collections)

Leap Recruitment Partners; Markham; Hybrid; CAD 65,000 - 95,000; Full time

Job summary

Leap Recruitment Partners is seeking a Senior Bilingual Customer Accounts Specialist, Collections in Markham, Ontario. The role is permanent and full-time with a hybrid work arrangement after an initial on-site training period.

The position requires strong bilingual English/French capabilities, extensive collections experience, and a focus on risk assessment and customer-focused resolutions. The candidate will engage with legal, dealers and auction partners to recover delinquencies.

Qualifications

• Bilingual written and spoken fluency in English and French preferred.
• 3 years of relevant work experience; automotive finance preferred.
• Post Secondary diploma or degree preferred.
• Excellent communication, negotiation and decision-making skills.
• Problem-solving mindset with ability to assess risk and provide solutions.
• Strong organizational skills with ability to manage multiple priorities.
• Self-starter with the ability to work independently.
• Experience working with Microsoft Office and CRM systems.

Responsibilities

• Manage and resolve high-risk and complex delinquent accounts, including repossessions, fraud investigations, bankruptcies, consumer proposals, deceased estates, and insurance recoveries.
• Handle inbound and outbound calls to negotiate payment arrangements and resolve delinquencies with a customer-centric approach.
• Ensure accurate documentation of collection activities in designated systems and analyze account characteristics for recommendations.
• Collaborate with legal, bailiffs, dealers and auction teams to resolve delinquent accounts.
• Provide guidance and mentorship to peers and contribute to team performance and continuous improvement.
• Assist with various administrative tasks and duties.

Skills

Bilingual English/French

Communication

Negotiation

Decision-making

Organization

Education

Post secondary diploma or degree

Tools

CRM systems

Microsoft Office

Job description

Job Description

Job Title: Senior Bilingual Customer Accounts Specialist, Collections
Role type: Permanent, Full-Time
Hybrid position - two to three days per week in office. Initial training period of up to 3 months will be fully on-site. After the training period, the role transitions to a hybrid work arrangement.
Location: Markham, Ontario

Company Summary:
The company provides retail, leasing and wholesale financial services to luxury Automotive dealerships and to customers across Canada. It is a global fortune 15 company and is looking to hire for a Senior candidate within their collections department.

What You'll Be Doing:

• Manage and resolve high-risk and complex delinquent accounts, including repossessions, fraud investigations, bankruptcies, consumer proposals, deceased estates, and insurance recoveries.
• Responsible for handling inbound and outbound calls for assigned portfolios, to negotiate payment arrangements and resolve account delinquencies, while maintaining a respectful and customer centric approach.
• Responsible for working accounts efficiently, ensuring consistent follow-up, and completion of necessary account maintenance.
• Evaluate and mitigate loss exposure, to provide customer-oriented service and problem resolution in accordance with established guidelines and provincial legal requirements.
• Ensure accurate documentation of collection activities within designated systems.
• Analyze account characteristics and make appropriate recommendations.
• Use appropriate collection and skip-tracing tools to maintain delinquencies, repossessions, and losses at or below corporate objectives.
• Responsible for collaborating with legal, bailiffs, dealers and auction to resolve delinquent accounts.
• Promptly report/refer sensitive and complex issues to the Supervisor.
• Offer critical decision-making as necessary when assigning accounts for repossession.
• Follow up on escalated and cancelled insurance accounts.
• Process charge-offs in accordance with established guidelines.
• Contribute to team performance goals and continuous improvement initiatives by providing input to enhance departmental dashboards, actively participating in departmental and company projects and training opportunities.
• Provide ongoing guidance, support, and mentorship to peers, fostering knowledge sharing, skill development, collaboration, and continuous growth within the team.
• Assist with various administrative tasks and duties.

What You'll Bring:

• Bilingual -- written and oral fluency in English and French preferred.
• 3 years relevant work experience; preferably in automotive finance.
• Post Secondary diploma or degree preferred.
• Excellent communication, negotiation and decision-making skills.
• Problem-solving mindset, with the ability to assess risk and recommend solutions.
• Strong organization skills with the ability to handle multiple priorities.
• High level of accountability and results oriented.
• Team-oriented, with a focus on collaboration and knowledge sharing.
• Ability to manage high-volume workloads with strong attention to detail.
• Self-starter with the ability to work independently.
• Experience working with Microsoft Office and CRM systems.

At Leap we are an Equal Opportunity and Affimate Action employer. That means all applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Leap will not tolerate any discrimination or harassment based on any of these characteristics. Leap encourages applicants of all ages.