Major Responsibilities :
Makes collection contact with defendants before accounts become delinquent and ensure defendant / customers information in Court Services database is kept current
Performs varied functions related to recovery of outstanding defaulted amounts
Makes outbound calls and collection contacts with customers to keep customers within the City’s payment terms.
Follows up on all accounts, in order to communicate payment terms and expectations to defendants.
Discusses and establishes effective payment arrangements and follow through on promises to pay
Provides information in response to enquiries / complaints made by clients as a result of Collection Activity
Achieves, maintains and or exceeds collection forecasts to minimize bad debt
Maintains database on all outstanding customer issues with respect to debtor profile, civil enforcement, tax roll and other collection activities.
Handles and resolves difficult account management situations in a professional manner, utilizing knowledge of relevant legislation, policies and procedures, e.
g. Provincial Offences Act, Collection Agencies Act, and City policies and procedures
Liaises with the internal Legal Team and make recommendations on enforcements, garnishee of wages, seizure of assets etc.
Utilizes customer service skills to effectively respond to all inquiries
Generates collection letters if necessary and ensures account settlement or resolution
Works with Support Assistant A on all severely delinquent accounts in preparation for Legal or Third Party intervention
Maintains database on delinquent accounts and make recommendations to Support Assistant A on appropriate enforcement action
Key Qualifications :
Your application must describe your qualifications as they relate to :
Considerable experience in collections, database management, investigation and account settlement.
Considerable experience working on and communicating payment terms and generating collection letters.
Considerable experience with Microsoft Office, (Word, Excel, Access, Power Point).
Considerable customer service experience dealing with the public, by phone and mail.
Considerable experience working in a high volume call / contact centre environment.
You must also have :
Excellent communication and interpersonal skills with the ability to correspond and interact with staff in other Court locations, Collection Agencies, Councillors, and representatives from external agencies and organizations in a clear, efficient, diplomatic, discrete and professional manner.
Good organizational skills, and the ability to work in a high pressure, multitask, high volume team oriented environment with minimal supervision.
A legal background and familiarity with the Provincial Offences Act, Collection Agencies Act and City policies and procedures to maximize collections.
Ability to set up and accurately maintain manual and computerized filing systems.
Acquired investigative and or tracing techniques coupled with conflict resolution skills.
Familiarity with government legislation in the area of occupational health and safety.
Ability to work flexible and / or varied work hours.
Ability to work in another Court location at a later date as work requirements are assessed.
Experience working with Third Party Collection work, applying civil enforcement an asset.
Knowledge on filing of Certificate of Defaults at Superior Court and Small Claims Court an asset.
Bilingual and / or multilingual language skills an asset.
Note : All City of Toronto employees are required to be fully vaccinated as a condition of hire in accordance with the City's Mandatory Vaccination Policy.
NOTE TO INTERNAL FULL-TIME AND PART-TIME CITY OF TORONTO EMPLOYEES :
City of Toronto employees must apply to full-time or part-time employment opportunities posted on the City's Internal Job Posting Portal.