• Summer Student Customer Account-CDN

    Job Locations CA-ON-Toronto
    Requisition ID
    2018-31502
    Employee Type
    Casual Canada
    Category
    Intern / Student
  • Overview

    The Summer Student Customer Accounts is a temporary position that will back-up the Collections department by performing various duties which can include making outbound and taking inbound calls to collect and resolve delinquent accounts. This team member has contact with customers, as well as other Company departments, repossession agents, and other outside agencies.

    Responsibilities

    Servicing: 30%

    • Execute day-to-day collection strategies and actively contribute to center performance objectives
    • Actively listens with the intention of understanding others in order to assess situations/requests to determine the best course of action
    • Negotiate to find the best outcome and utilize collection tools appropriately
    • Demonstrate effective and efficient skip tracing efforts
    • Document conversations/collection activity and use holds/promises effectively


    Compliance: 25%

    • Ensure execution of policies and procedures as required
    • Protect the interests of the company by ensuring all actions are in compliance with federal, state and provincial laws and company policies
    • Protect confidential customer information
    • Identify and address situations/issues that detracts from a safe and healthy work environment


    Business Posture: 15%

    • Demonstrate understanding of department objectives and execute strategies effectively
    • Demonstrate an understanding of customer and business needs
    • Uphold a professional image at all times
    • Act with integrity and make ethical decisions
    • Collaborate with peers and share best practices
    • Represent the company professionally within the center/department and community
    • Accept constructive feedback and implement improvement steps
    • Develop effective internal and external business relationships


    Engagement: 15%

    • Actively participate in team, department and center meetings
    • Provide service that exceeds customer expectations
    • Demonstrate ability to resolve account issues and de-escalate customer concerns
    • Contribute to a cooperative environment


    Time Management: 15%

    • Keep calls on task and ensure efficient use of call handle time
    • Adhere to attendance and break policies
    • Demonstrate self-management to maximize daily productivity
    • Prioritize and multitask to meet department service levels and deadlines


    REPORTING RELATIONSHIP

    Team Leader Customer Accounts - CDN Dealer Services Canada

    Qualifications

    Knowledge

    • Basic knowledge of effective customer service techniques
    • Working knowledge of collection policies and procedures, including the Fair Debt Collection Practices Act preferred
    • Skip tracing knowledge will be considered an asset
    • Good organizational skills and the ability to meet daily deadlines
    • Proficiency with Microsoft Office products
    • Ability to work independently and on a team on multiple projects
    • Ability to handle sensitive information in a confidential manner
    • Good verbal and written communication skills
    • Functional knowledge of standard office equipment and keyboarding skills

    Experience

    • Experience in a customer focused environment preferred

    Education

    • Secondary diploma required
    • College diploma preferred

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