SENIOR COLLECTIONS SPECIALIST
Integricon offers a hydrid / remote work environemnt with offices in Ontario from Ottawa to Vaughan to Hamilton.
CUSTOMER EXPERIENCE
As an employee of Integricon Property Restoration and Construction Group Inc., you will know and live by our Service Vision Creating a Positive Experience is our Number One Priority when dealing with others, both internally and externally, follow the guidelines set out through our core values of Reliability, Integrity and Caring and applying those principles in your everyday encounters with other people.
GENERAL ACCOUNTABILITY
The Collections Specialist is responsible for the end-to-end recovery of outstanding balances owed to Integricon Group across all revenue streams. This includes insurance-billed files, denied or disputed claims, deductibles, HST obligations, and private-pay invoices. The Collections Specialist does not wait to be told a file is delinquent, they identify it, own it, and drive it to resolution with determination. This role requires a combination of persistence, tactical communication and the credibility to operate effectively with adjusters, insured parties, property owners, legal counsel, and internal teams.
MAJOR RESPONSIBILITIES
Collections, Outbound & Escalation
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Proactively contact insurance adjusters on all outstanding Complex Claims files to confirm payment timelines and remove roadblocks to payment.
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Contact insured clients directly on denied files, withdrawn claims, outstanding deductibles, and HST balances, using firm and professional escalation language where required.
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Maintain detailed, accurate, and up-to-date notes in every active file, documenting all contact attempts, commitments, disputes, and resolutions.
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Track all collections activity in the internal file management system, ensuring the Aged Receivables report reflects current status at all times.
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Identify files at risk of becoming uncollectable and escalate proactively before they age out of practical recovery range.
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Submit qualifying delinquent accounts to third-party collection agencies in accordance with established thresholds and procedures.
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Partner with Project Managers, Estimators, and Operations to resolve billing disputes, missing documentation, or approval gaps that are blocking payment.
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Report weekly to the Director of Collections on file status, recovery activity, and escalation pipeline.
Demand Letters & Pre-Legal Process
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Prepare and issue formal demand letters to non-paying clients in accordance with Integricon's escalation protocol and Ontario Small Claims Court requirements.
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Manage waiting and response periods to ensure timely progression through pre-legal stages without gap or error.
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Maintain a clean escalation log that captures all demand correspondence, client responses, and next-action dates.
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Prepare, when necessary, and file claims through the Ontario Small Claims Court system, electronically or in person, for accounts that have exhausted pre-legal options.
Reporting & Compliance
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Prepare collections activity summaries for senior management as requested, including recovery rates, aging trends, and escalation volumes.
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Ensure all collections activity complies with applicable Ontario legislation, including the Collection and Debt Settlement Services Act, the Construction Act, and the Ontario Small Claims Court Rules.
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Support the development and continuous improvement of collections procedures, templates, and escalation frameworks.
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Perform other related tasks and special projects as directed by management.
KEY ATTRIBUTES
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Demonstrated experience in collections, credit, preferably in a construction, insurance, or restoration environment.
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Persistent and results-driven, with the ability to maintain professionalism under pressure and in adversarial situations.
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Skilled communicator, both written and verbal, with demonstrated ability to navigate difficult conversations to a productive outcome.
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Proficient in Microsoft Office; Google Workspace, experience with Netsuite, Xactimate, or similar file management platforms is anasset.
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Highly organized, with strong file management habits and the discipline to work multiple escalation streams simultaneously without loss of detail.
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Exercises sound judgment on collections strategy to meet deadlines, and when to escalate.
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Team-oriented and able to collaborate effectively with internal departments to resolve issues that are blocking collection.
