Customer Account Resolution Specialist (Yes Plan Auto Finance)

Job summary

The Customer Service Representative will manage collections and account recovery by contacting customers to negotiate payment arrangements for overdue balances. They are also responsible for accurately updating account records and collaborating with internal teams to support collections workflows.

Job details

Job Description Customer Account Resolution Specialist- Yes Plan Go Auto Finance (16830 107 Ave NW, Edmonton, AB) We’re looking for customer-focused individuals to join our team as a Customer Account Resolution Specialist with Go Auto. Job Duties and Responsibilities: Collections & Account Recovery Conduct outbound and inbound contact with customers through a dialer system, including phone calls, email, and text messaging, to discuss overdue account balances. Negotiate payment arrangements with customers to bring delinquent accounts current, in accordance with established guidelines. Submit accounts for escalation when delinquency surpasses defined thresholds or guidelines. Update customer accounts with accurate and complete information reflecting all collections activity, decisions, and customer communications. Draft and prepare required documentation related to customer requests. Use skip trace tools to locate and update customer information Perform collections activities in accordance with Anti-Money Laundering (AML), privacy, and internal policy requirements. Collaboration & Team Support Coordinate with internal teams and cross-functional departments to support collections workflows and account escalation processes. Contribute to team objectives and reporting by supporting the resolution. Experience & Qualifications High school diploma or equivalent is required. Minimum of 1 year of experience in collections, customer service, or a related financial service or call center role. Experience contacting customers regarding overdue accounts, negotiating payment arrangements, or resolving delinquent balances is preferred. Experience handling difficult or sensitive customer interactions, including conflict resolution, is considered an asset. Skills: Proficiency in Microsoft Word, Outlook, and Adobe or similar document management tools. Proficiency with loan management systems is considered an asset. Familiarity with customer contact and dialer platforms (e.g., Jas) is considered an asset. Knowledge of customer billing processes and accounts receivable concepts. Ability to accurately update account records and documentation based on customer-provided information. Competencies: Clear and professional verbal and written communication skills when negotiating payment arrangements and discussing sensitive, delinquent account matters with customers. Customer focus and service orientation, balanced with firmness and professionalism when working with customers experiencing financial difficulty. Attention to detail and accuracy when documenting collections activity, updating account records, and preparing escalation documentation. Planning, organization, and time management skills to manage a high volume of overdue accounts and competing priorities. Confidentiality and discretion when handling sensitive customer, financial, and credit-related information. Working Conditions / Physical Requirements Work is performed in a call center environment using standard office equipment and a dialer system. Requires prolonged periods of sitting and extended computer and screen use. Involves sustained mental concentration, frequent interruptions, task switching, multitasking under deadlines, and repetitive data entry. Work includes regular interaction with customers regarding delinquent accounts, which may involve emotionally sensitive or challenging conversations. Compensation: $42,000 to $46,000 per year Industry Leading Bonus/Commission Plans Hours/Schedule Monday through Friday 8:00 AM – 5:00 PM What’s in It for You: Fully Remote Work – Enjoy the flexibility and convenience of working from home after completing your in-person training. Health and Dental Benefits – Comprehensive health and dental coverage plus a health spending account because your well-being matters. Employee Investment Program – Earn a guaranteed 10% annual return, with potential returns up to 16% based on Go Auto’s profits. Vacation Time That Grows With You – Enjoy 3 weeks of vacation after your first year, 4 weeks after 5 years, and 5 weeks after 10 years. Learn and Grow – Access ongoing training, development opportunities, and our Go Auto U learning platform to support your career growth. Career Advancement Opportunities – We believe in promoting from within and helping our team members build long-term careers. Positive Team Environment – Join a supportive, collaborative team that values hard work, growth, and great customer experiences. Giving Back Matters – Be part of a company that supports initiatives like Kids with Cancer Society and Go Auto Fuels the Schools. Build a Long-Term Career – At Go Auto, we’re focused on building careers, not just filling jobs. At Go Auto, we’re in the business of building careers, not just jobs. If you’re looking for a stable remote opportunity with flexibility, growth potential, and a strong team culture, we’d love to hear from you. Apply today and start your next chapter with Go Auto.

What you’ll do

The Customer Service Representative will manage collections and account recovery by contacting customers to negotiate payment arrangements for overdue balances. They are also responsible for accurately updating account records and collaborating with internal teams to support collections workflows.

Requirements

Candidates must have a high school diploma and at least one year of experience in collections, customer service, or a related financial role. Proficiency in Microsoft Office tools and strong communication skills are required to handle sensitive financial interactions.

Benefits

• Health insurance • Dental benefits • Health spending account • Employee investment program • Vacation time • Ongoing training • Career advancement opportunities

Listed skills

• Time management · Preferred
• Collections · Preferred
• Adobe · Preferred
• Customer service · Preferred
• Accounts receivable · Preferred
• Negotiation · Preferred
• Data entry · Preferred
• Microsoft Word · Preferred
• Communication Skills · Preferred
• Conflict Resolution · Preferred
• Microsoft Outlook · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Collections
• Account recovery
• Customer service
• Negotiation
• Conflict resolution
• Microsoft Word
• Microsoft Outlook
• Adobe
• Loan management systems
• Dialer platforms
• Accounts receivable
• Data entry
• Communication skills
• Time management
• Confidentiality
• Office Equipment
• Document Management
• Automotive Finance
• Mental Concentration
• Professionalism
• Workflow Management
• Dialer System
• Planning
• Accounts Receivable
• Billing
• Call Center Experience
• Investments
• Customer Service
• Communication
• Conflict Resolution
• Training And Development
• Customer Communications Management
• Data Entry
• Financial Services
• Learning Platforms
• Loans
• Multitasking
• Skip Tracing
• Time Management
• Anti Money Laundering
• Detail Oriented

Job areas

• Customer Service & Support
• Finance & Accounting
• Administrative
• Customer Service Representative/Planner
• Automotive Service Technician / Mechanic
• Motor Vehicle Mechanics and Repairers
• Automotive Service Technicians and Mechanics