Bilingual Customer Service/Collections – Integrated Financial Technologies – Winnipeg, MB

BILINGUAL (FRENCH/ENGLISH) CUSTOMER SERVICE/COLLECTIONS REPRESENTATIVE – WORK FROM HOME

Looking for the right opportunity to join a best in class team? If you are high energy, driven and passionate we want you!

IFT Solutions is a leader in Business Process Outsourcing and Lead Management, providing bilingual lead management and customer concierge services in Burnaby, BC however this position offers the ability to work remotely from anywhere across Canada.

IFT offers a wide range of solutions to sectors including mortgage lending, automotive, consumer finance, powersports and many more.

What we offer:

There are many opportunities for high achievers to advance their careers.

  • Comprehensive medical and dental benefits
  • Ability to work remotely from anywhere across Canada
  • Leaders who support your development
  • Ability to make a difference and lasting impact
  • Opportunity to take on progressively greater accountabilities

The Opportunity:

The Bilingual Customer Service/Collections Representative is responsible for handling incoming and outgoing telephone inquiries from customers with an outstanding level of service.

This individual provides the first point of contact support for general inquiries from customers and team members. They are responsible for responding and/or escalating these inquiries in a well prioritized manner. The representative will update and maintain data to ensure the accuracy of current loans.

This position includes extensive administrative paperwork related to customer contracts and conducts timely, effective maintenance of this information. The Representative is responsible for the collection of delinquent accounts and will also be responsible for coordinating the seizure of assets as the case may warrant.

Create an excellent customer service experience and increase team satisfaction by:

  • Responding to and solving customer questions and complaints in a professional and prompt manner;
  • Building and maintaining positive relations with team members and customers by acting in a respectful and effective manner;
  • Responding to customer inquiries with accurate information and updating loan information as required;
  • Following up with customers to gain missing information and settle customer requests;
  • Escalating customer service problems to the appropriate team member.

Manages all required administrative documentation related to recently authorized loan applications and current customer accounts by:

  • Obtaining and processing initial and changed banking related information for customer loan payments in the Business Line’s core contract and other systems.
  • Tracking and recording all transaction and adjustments customer loan accounts;
  • Coordinates paperwork and required information with a high level of accuracy.

Responding to and solving customer questions and inquiries in a professional and prompt manner.

  • Building and maintaining positive relations with team members and customers by acting in a respectful and effective manner;
  • Responding to customer inquiries with accurate information and updating loan information as required;
  • Following up with customers to gain missing information and settle customer problems;
  • Escalating customer service problems to the appropriate team member.
  • Processing Life and Disability insurance applications, tracking and managing payments received for policies and facilitating claims by clients.
  • Preparing and recommending payment amendments and coordinating the relative reporting.

Reviewing accounts on a regular basis (daily and or weekly) to keep delinquency to a minimum

  • Conducting prompt, courteous, and persuasive telephone collection calls and following up on past due accounts.
  • Negotiating a mutually acceptable remedy to the customer’s delinquent account.
  • Educating our customers on acceptable payment arrangements
  • Advising the Senior manager of problematic accounts.
  • Verifying and updating customer information and keeping customer records updated in the system of record.
  • Accurately documenting all telephone calls using standard abbreviations or memos, as appropriate in the system.
  • Skip tracing files when unable to reach or contact our customers using available information.

Here’s what you bring:

  • 2-3 years previous customer service experience is required, primarily in the finance industry.
  • Excellent communication and negotiation skills, both written and verbal.
  • Team player with a high degree of flexibility and excellent organizational skills.
  • High degree of attention to detail.
  • Completion of post secondary education is an asset
  • Solid working knowledge of Microsoft Office products (Word, Excel, Outlook).

Job Types: Full-time, Permanent

Additional pay:

Benefits:

  • Casual dress
  • Dental care
  • Disability insurance
  • Employee assistance program
  • Extended health care
  • Life insurance
  • Paid time off
  • Vision care
  • Wellness program
  • Work from home

Schedule:

  • 8 hour shift

Work remotely:

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