Collection Agent

Job summary

The Collections Agent is responsible for engaging with customers to manage late-stage delinquency accounts and develop effective repayment strategies. They must also ensure accurate documentation of all interactions while meeting performance metrics and regulatory standards.

Job details

About Northlake Financial Northlake Financial team is growing! If you are a committed and collaborative professional looking to contribute to a hard-working, innovative team, this opportunity is for you. Why Work for us? Northlake understands the needs of its employees. Northlake Financial is revolutionizing the Canadian automotive finance industry with a full spectrum of dynamic rates and services for dealers. We specialize in the acquisition and servicing of prime and subprime automotive financing contracts. Our employees flourish in an exciting and engaging environment. Office Location: Barrie, ON (This role does not provide remote or hybrid work). Purpose of a Collections Agent: The Collections Agent is responsible for engaging with customers over the phone to support and guide them through the repayment process. This role requires a strong customer service mindset, creative problem-solving, and the ability to work within policy while applying sound judgment. A successful agent will be results-driven, integrity-focused, and able to work independently in a fast-paced, target-oriented environment. Job Responsibilities of a Collections Agent: Manage late-stage delinquency accounts by developing repayment strategies tailored to each customer’s situation Educate customers and address frequently asked questions with clarity and professionalism Deliver outstanding service while meeting or exceeding NorthLake Financials' performance metrics and collection targets Initiate contact with past-due customers via appropriate communication channels and negotiate payment arrangements within approved authority levels Apply internal policies and procedures to ensure consistent and fair payment recovery practices Evaluate account risks and escalate for further action when necessary Accurately document all call activity and customer interactions in the collections system, including promises to pay and agreed-upon timelines Ensure compliance with regulatory standards and industry best practices in all collection activities Consistently meet individual and team collection goals Carry out additional collection-related duties as assigned Requirements of a Collections Agent: Ability to work flexible hours between 7 am and 9 pm Monday-Saturday MUST be able to work evenings and weekends without restrictions Effective communication skills both oral and written Ability to show discretion in confidential matters Must be able to work independently as well as be an effective team member Excellent organizational and time management skills Qualifications of a Collections Agent: High school diploma or equivalent education required 1-2 years' experience in financial services or collections Intermediate skill set in Microsoft 365 applications such as Outlook, Teams & SharePoint Compensation: $40,000 annual base salary + commission, with total annual earnings of up to $60,000 Competitive Commission Structure with performance-based earning potential Comprehensive Benefits Package including health and dental coverage Employee Assistance Program (EAP) for mental health and wellness support Bonusly employee recognition and rewards platform Northlake Financial appreciates all interest in this position. We are an Equal Employment Opportunity employer and all decisions are based on merit and business needs and not on race, colour, creed, age, sex, gender, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by Canadian Human Rights Commission. This applies to all practices relating to recruitment and hiring, compensation, benefits, discipline, transfer, termination and all other terms and conditions of employment. Northlake is committed to providing reasonable accommodation to applicants with disabilities. If you require any additional support, email the hiring manager. Collections, Auto Finance, Consumer Lending, Delinquency Management, Payment Negotiation, Skip Tracing, Recovery, Subprime Lending, Customer Service, KPI-Driven Environment, Commission Opportunity, Account Resolution, Automotive Finance Industry

What you’ll do

The Collections Agent is responsible for engaging with customers to manage late-stage delinquency accounts and develop effective repayment strategies. They must also ensure accurate documentation of all interactions while meeting performance metrics and regulatory standards.

Requirements

Candidates must have a high school diploma and 1-2 years of experience in financial services or collections. The role requires the ability to work flexible hours, including evenings and weekends, and proficiency in Microsoft 365 applications.

Benefits

• Health insurance • Dental coverage • Employee assistance program • Employee recognition and rewards platform

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• Data entry · Preferred
• Microsoft Outlook · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Collections
• Customer service
• Payment negotiation
• Problem-solving
• Account management
• Communication skills
• Time management
• Organizational skills
• Microsoft 365
• Outlook
• Teams
• Sharepoint
• Financial services
• Data entry
• Risk evaluation
• Regulatory compliance
• Business Metrics
• Consumer Lending
• Automotive Finance
• Communication Channels
• Professionalism
• Effective Communication
• Strong Work Ethic
• Mental Health
• Management
• Customer Service
• Creative Problem Solving
• Employee Assistance Programs
• Financial Services
• Innovation
• Key Performance Indicators (KPIs)
• Microsoft Outlook
• Negotiation
• Performance Metric
• Microsoft SharePoint
• Skip Tracing
• Time Management
• Timelines

Job areas

• Finance & Accounting
• Customer Service & Support
• Collections Agent
• Financial Services Representative
• Technical and Medical Sales Professionals (excluding ICT)
• Securities, Commodities, and Financial Services Sales Agents