One of our major Banking clients is looking for a Bilingual (French) Collections Call Center Representative
Length: 6 Months contract with the possibility of extension and conversion to full time employment
Location: Montreal, Quebec (Remote)
Working Hours: Shifts - 10 am - 6 pm, 11 am - 7 pm , 12 pm - 8 pm. It is 7.5 hours a day. Shift will be 4 days a week and 1 weekend day. Scheduled are assigned between 7 am to 11 pm.
Training: Monday to Friday, 9am to 5pm, 5 - 7 weeks, virtual training. Candidates MUST be available for the whole training. Mandatory attendance.
Line of Business: Collections
'The start date of this job is flexible and in order to find the best candidate the job may remain open much longer than the date mentioned on this posting... or you may be asked to start sooner than the expected start date if you are able to do so !'
Please read the job description below. If this interests you, please send a MS-Word version copy of your resume (ASAP) along with a telephone contact number: E-mail to talent@teamrecruiter.com
Please mention the job title above in the subject line
The recruiter in charge of this role is San Thangarajah
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Requirements:
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. Dialer agents are to maintain objectivity with each customer encounter. Assess risk and make payment arrangements within established process or refer customers for alternate Re-Payment solutions (i.e.. Reduced or deferred payment programs, restructure, hardship, etc.). Engage in pro-active solution outreach offers to non-delinquent segment of our borrowers. Agents are expected to meet specific quality and metric targets align with the LOB.
Candidate Value Proposition (CVP):
This role allows the candidate(s) to work in an established institution and with multiple groups, which will allow candidate(s) to build effective skills and confidence. The individual is exposed to other lines of business, as there are lots of opportunities for learning, growth, and development. There are flexible work schedules including possible, remote, and the individual will be working in an environment that values equity, diversity, inclusion and growth.
Group Culture:
This individual will be working in a collaborate, fast-paced and friendly environment. MS Teams is available throughout the day for team members to communicate. Teams are very supportive of one another.
ROLE RESPONSIBILITIES:
Perform In-bound/Outbound collections call to clients regarding passed due payments
Respond to inquiries regarding delinquent accounts and negotiate payment arrangement
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
Qualifications:
MUST-HAVE SKILLS:
Strong communication and writing skills - Bilingual French/English is mandatory (ability to understand, speak fluently, and hold conversations is a must)
2 years of previous call center or customer service experience
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 multi-task, 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
Please note that this is the most up to date version of job description available at this time - During Client Interview you will receive additional information - variance may apply!
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We thank all applicants for their interest. Only those who meet the qualifications will be contacted through telephone/email. You are encouraged to register with us in our database to be considered for future positions available.
Have a great day.
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