Under the direction of a Collections Team Leader, the Collectors are responsible for managing a section of the delinquent portfolio in a manner that maintains positive customer relations with all past-
due customers. The incumbent performs all duties according to the established Collections Policies & Procedures.
Actively manage a queue of past-due accounts to ensure company delinquency and write-off targets remain at acceptable levels.
Initiate outbound calls to all delinquent customers based on timing tree.
Handle all inbound calls on delinquent accounts, regardless of who the account has been assigned to.
Ensure accuracy of customer information in KeySys by maintaining computerized notes and updating residence, employment and banking information.
Assist team members in contacting past-due accounts to achieve team and individual targets on a monthly basis.
Perform basic skip tracing functions when required.
Contribute to the promotion and maintenance of positive customer relations by offering strategies to delinquent customers for the benefit of TDAF and the customer.
Recommend solutions on delinquent accounts such as Deferral payments, Re-writes and Repossessions.
Escalates accounts and issues according to Collections policies & procedures.
Display professional telephone etiquette when communicating with customers.
Customer Service experience
Sales and credit experiences
Call center experience
Collection experience can be an asset
Post-Secondary Education Customer
Bilingual (English French) Mandatory (Speaking, reading and Writting)
Mon-Fri 730am-900pm and Sat 900am-500pm (Rotation 1 night shift and 1 Sat) flexibility required as the rest of shifts can vary