• Customer Account Rep Bilingual - CDN Dealer Services

    Job Locations CA-ON-Toronto
    Requisition ID
    2018-32758
    Employee Type
    Full Time-Regular
    Category
    Collections
  • Overview

    Contacting clients and coordinating with dealers/third parties to initiate collection of payment arrears with a goal to minimize outstanding balances while maintaining lease parameters within corporate guidelines. Providing superior customer service and assistance/guidance to customer and dealers. Analysing risk factors to determine need for repossession and process request to management as required.

    Responsibilities

    Answer incoming calls in a timely manner, contributing to meeting/exceeding departmental service levels and abandon rates. Document system of record on all activities. 30% Make outbound calls on assigned work list regarding arrears on file with a goal of minimizing outstanding arrears on both monthly and bi-weekly portfolios. Maintain proper work list management. Document system of record on all activities. 40% Review high risk files on a priority basis while making recommendations for repossession and escalating as required to minimize risk to the company. 5%Attempt preliminary Trace efforts utilizing all available tools and references. 5% Proper processing of accounts for repossession and following guidelines of 30 day letters as is required. 10% Perform administration to correct, notate or create manual payment requests. 5% Input accurate bank information, address changes and document actions in system of record. 5%

    • Answer incoming calls in a timely manner, contributing to meeting/exceeding departmental service levels and abandon rates.
    • Document system of record on all activities. 30%.
    • Make outbound calls on assigned work list regarding arrears on file with a goal of minimizing outstanding arrears on both monthly and bi-weekly portfolios.
    • Maintain proper work list management.
    • Document system of record on all activities. 40%.
    • Review high risk files on a priority basis while making recommendations for repossession and escalating as required to minimize risk to the company. 5%.
    • Attempt preliminary Trace efforts utilizing all available tools and references. 5%.
    • Proper processing of accounts for repossession and following guidelines of 30 day letters as is required. 10%.
    • Perform administration to correct, notate or create manual payment requests. 5%.
    • Input accurate bank information, address changes and document actions in system of record. 5%.


    0.4

    • Make outbound calls on assigned work list regarding arrears on file with a goal of minimizing outstanding arrears on both monthly and bi-weekly portfolios.
    • Maintain proper work list management.
    • Document system of record on all activities.


    0.05

    • Review high risk files on a priority basis while making recommendations for repossession and escalating as required to minimize risk to the company.


    0.05

    • Attempt preliminary Trace efforts utilizing all available tools and references.


    0.1

    • Proper processing of accounts for repossession and following guidelines of 30 day letters as is required.


    0.05

    • Perform administration to correct, notate or create manual payment requests.


    0.05

    • Input accurate bank information, address changes and document actions in system of record.

     

    Qualifications

    Knowledge

    • Ensures knowledge and understanding of professional standards, scope of practice, code of ethics, and education needs and/or requirements.
    • Bilingual Customer Accounts Representative must be able to read and write French fluently.
    • Technical & mechanical Skills: What special skills or training are needed to perform job functions:
    • Must be able to arrange, position or feed things into machines or equipment.
    • Photocopying, faxing.
    • Read, interpret and respond to letters/emails with a degree of professionalism.
    • Review written notes on system, respond to emails.
    • Add, subtract, multiply, divide, fractions, decimals, percentages, simple statistics.
    • Calculate arrears, taxes, offer payment arrangements/installments.
    • Polite, and professional telephone manner.
    • Provide a superior degree of customer service.
    • Must be able to juggle multiple demands and changing priorities, working with several issues at one time while ensuring quality of work output.
    • Handle incoming calls, documents files, create manual debits, balance monthly and bi-weekly work lists.
    • Bilingual -Excellent written and spoken communication skills in both English and French.
    • Detail oriented to ensure accuracy when dealing with client accounts.
    • Strong analytical and decision making skills.
    • Ability to prioritize, organize, and multi-task to ensure proper follow-up on accounts.
    • Strong interpersonal skills and a proven team player.

    Education

    • Minimum Secondary School graduate.

    Experience

    • Minimum 2 years collection and/or banking/customer service; related experience in the leasing industry or related work environment is an asset.

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