This group calls past due accounts that have missed one month of payments. Some of these examples are mortgages, lines of credit, loans and credit cards.
This centre is focused more so on the customer service piece, but also has a collections component to it. They are responsible for delivering on the organization’s commitment to being the bank that defines great customer experience within an account management call centre environment.
Training : 3 weeks of training Monday to Thursday 1 : 30pm to 9 : 30pm and Friday 8am to 4pm, after which candidates will be assigned to their regular shifts.
Working Hours : variable hours, 20-37.5 per week, call center hours are between 9 a.m. and 10 p.m., 7 days a week. Applicants must be available to work evenings and weekends.
About the Opportunity
Accountable to collect on delinquent and over limit accounts while maintaining a high standard of efficiency and customer service focus within an account management call centre environment
Identify reason for arrears and negotiate payment arrangements
Work with customers to identify opportunities for referrals and structured payment plan options
Deliver high quality and professional customer service by reviewing, analyzing and diffusing potential client complaints or escalations
Strive to meet and exceed performance objectives
2 or more years of call centre based customer service experience
Excellent verbal and written communication skills
Candidates with prior banking or financial services experience will be preferred
Previous collections experience is an asset
Strong data entry skills, high attention to details
Minimum high school education
$18 / hour