This is an opportunity to take ownership of a portfolio of complex, delinquent and higher-risk accounts while using your communication, negotiation and problem-solving skills to achieve successful resolutions.
If you're looking to move beyond routine customer account work and take on a more sophisticated portfolio with greater responsibility and impact, this could be the opportunity you've been waiting for.
- Take ownership of a portfolio of delinquent, high-risk and escalated customer accounts from initial contact through resolution.
- Proactively communicate with customers to understand their circumstances and develop appropriate payment solutions.
- Negotiate payment arrangements and resolutions while balancing customer needs with the company's financial objectives.
- Investigate account issues, identify discrepancies and determine the appropriate strategy for resolution.
- Manage complex and sensitive accounts requiring strong judgment, persistence and follow-through.
- Build professional relationships with customers while confidently navigating challenging conversations.
- Partner with internal teams to resolve account discrepancies and outstanding balances.
- Coordinate with external partners, including recovery agencies, repossession providers, bailiffs and legal service providers.
- Identify potential financial or operational risks and escalate issues appropriately.
- Maintain detailed and accurate account records, documentation and activity notes.
- Follow established policies, procedures and regulatory requirements.
- Consistently work toward portfolio performance objectives while maintaining a professional and customer-focused approach.
- 3+ years of progressive experience in account resolution, credit, financial services, customer account management or a related environment.
- Fluently bilingual in English and French, both verbally and in writing.
- Experience managing delinquent, complex, high-risk or escalated customer accounts.
- Background in automotive finance, lending, leasing, banking, consumer finance or financial services is strongly preferred.
- Experience with recovery processes, repossession, legal services, bailiffs or third-party recovery providers is a strong asset.
- Excellent negotiation, communication and conflict-resolution skills.
- Strong judgment and confidence making decisions in challenging customer situations.
- Comfortable working in a high-volume, fast-paced environment while maintaining accuracy and attention to detail.
- Strong computer skills with the ability to quickly learn new systems.
- Professional and discreet when handling confidential customer and financial information.
- Demonstrated reliability, accountability and career stability.
We’re looking for someone who is confident, personable and resilient, someone who can handle challenging conversations, build trust quickly and stay focused on finding solutions.
You take ownership, use good judgment and follow through, while bringing a positive, team-oriented attitude to everything you do.
- Hybrid work flexibility following an initial in-office training period
- A professional and collaborative team environment
- Exposure to complex and higher-value customer accounts
- The opportunity to develop your financial services and account-resolution expertise
- A role where judgment, initiative and problem-solving are valued
- The opportunity to make a measurable impact on portfolio performance
- The opportunity to build a long-term career within an established organization
Apply today and let's start a conversation about your next career move.
AI may be used to support certain administrative aspects of our recruitment process. However, all applications and resumes are reviewed by qualified human reviewers, and all screening and hiring decisions are made solely by the hiring team.
The posted salary range reflects expected compensation for this role in accordance with Ontario pay transparency requirements. Actual compensation will be determined based on the successful candidate’s experience, skills, and qualifications and may fall anywhere within the range.
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