Title: Early Stage (ESOP) Associate in Collections
Duration: 6 Months
Location: Mississauga, ON
Hours of Operation: Monday to Friday 7 am to 11 pm, Saturdays 8 am to 6 pm, Sundays 1 pm to 8 pm
 
Role Mandate:

• The Early-Stage Collections, call center agent is accountable for collecting 1-3 cycle delinquent and overdrawn accounts while maintaining a high standard of efficiency and customer/client service focus within a collection call center environment.
• Call center agents in the Early Stages department are to maintain objectivity with each customer encounter.
• Assess risk and make payment arrangements within established process or refer customers for alternate Re-Payment solutions (i.e., Reduced, or deferred payment programs, restructure, hardship, etc.).
• Engage in pro-active solution outreach offers to non-delinquent segments of Bank’s borrowers.
• Agents are expected to meet specific quality and metric targets align with the LOB.

Candidate Value Proposition (CVP):

• This role allows the candidate(s) to work in an established institution and with multiple groups within the bank, which will allow candidate(s) to build effective skills and confidence.
• The individual is exposed to other lines of business, as there are lots of opportunities for learning, growth, and development.
• There are flexible work schedules including possible, remote, and the individual will be working in an environment that values equity, diversity, inclusion, and growth.

Group Culture:

• This individual will be working in a collaborate, fast paced and friendly environment.
• MS Teams is available throughout the day for team members to communicate.
• Teams are very supportive of one another.

Role Responsibilities:

• Perform In-bound/Outbound collections call to clients regarding passed due payments.
• Respond to inquiries regarding delinquent accounts and negotiate payment arrangements.
• Offer Hardship solutions to customers by completing risk assessments.
• Perform other related service responsibilities as required.
• Document all activity details in appropriate systems.
• Manage all transactions related to customer and branch calls or refers to appropriate internal business groups.
• Follows documented policies and procedures to execute transactions, activities and processes within assigned authorities.

Must-Have Skills:

• Strong communication and writing skills.
• 6 months of previous call center minimum.
• Basic understanding of Consumer Collections and relevant functional procedures.
• Intermediate knowledge of Microsoft Office (Excel, Word, Outlook).
• Strong conversation communication skills and negotiating skills.
• Proven ability to work effectively in a fast-paced environment.
• Proven ability to multi-task, prioritize workload and meet deadlines. 

Nice-to-Have Skills

• Previous FI / banking experience.
• Collections experience.
• Experience in a similar role.

Soft-Skills

• Team player
• Strong attention to detail
• Fast learner
• Motivated
• Ability to work independently

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 19.99/hr.