Position Title: Early Stage (ESOP) Associate in Collections

Length of Contract: 6 months

Physical Working Location (required): Mississauga, Ontario (Hybrid - must go into the office once a month, subject to change)

Hours of Operation: Monday to Friday 7 am to 11 pm, Saturdays 8 am to 6 pm, Sundays 1 pm to 8 pm

Pay Rate: $ 19.99 / Hourly

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 the established process or refer customers for alternate repayment solutions (i.e., reduced, deferred payment programs, restructure, hardship, etc.).
• Engage in proactive solution outreach offers to the non-delinquent segment of company borrowers. Agents are expected to meet specific quality and metric targets aligned with the LOB.

Role Responsibilities:

• Perform inbound/Outbound collections calls 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.
• Manages 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 communication and negotiating skills.
• Proven ability to work effectively in a fast-paced environment.
• Proven ability to multitask, 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

Interview Process:

• 30 Minutes - MS Teams