Position Title: Collections Agent III
Pay Rate: $30/hr
Start Date: asap
Contract Duration: 1 year
Location: Silver Falls, Saint John, New Brunswick
Schedule: Monday to Saturday, 9am-5pm or 1pm-9pm
Work Type: Hybrid – onsite 2 days per week
Description:
SUMMARY OF DAY TO DAY RESPONSIBILITIES:
- The Customer Assistance team is accountable to answer internal inbound calls regarding billing and payment inquiries from the sales team.
- Calls often require the ability to troubleshoot by evaluating payment history and reviewing online invoices.
- In addition, the team processes all payments, refunds and collections for insurance.
- Delinquency and Collections processes include creating and validating delinquency letters, preparing registered letters and outbound calls to customers to reschedule payments.
- Refunds or credits to clients may be system issued or by cheque.
- Transnational work is typically distributed via email or shared folders.
- Operations Officers are required to retrieve, complete and track all daily work activities.
CUSTOMER
• Execute transactions accurately, on time and in line with established guidelines / procedures while adhering to formal or informal Service Level Agreement(s) (SLAs)
• Refer or escalate processing or operational issues as needed based on a solid understanding of the issue, connecting with the appropriate function / partner to facilitate resolution and ensure that service quality is maintained
• Identify opportunities to improve service delivery and support process improvement initiatives
• Support partners with incoming transactions, validating information as needed to perform adjustments within authority levels
• Develop and maintain working relationships with customers, partners and vendors including responding to questions and / or concerns in an effective and timely manner
SHAREHOLDER
• Complete assigned workload to meet SLA requirements for service and productivity
• Understand internal and industry regulations, remain informed of emerging issues and apply appropriate due diligence in adherence with operating policies / procedures
• Consistently exercise discretion in managing correspondence, information and all matters of confidentiality; escalate issues where appropriate
• Support the timely and accurate completion of business processes including completing and recording transactions for either the organization or customers
• Actively review internal processes / activities and provide ideas for process improvement
• Investigate and escalate non-standard or high-risk activities as appropriate
• Adhere to enterprise frameworks and methodologies that relate to operations activities for own area (e.g. Anti-Money Laundering, Business Continuity Management)
• Be knowledgeable of and comply with Bank Code of Conduct
MUST HAVE:
- 1+ years relevant experience
- Bilingual – fluent French and English – (reading/writing/verbal)
- Undergraduate degree/ college diploma
- Able to communicate with clients (written and verbal communication skills)
NICE TO HAVE:
- Computer literacy skills
- Call center experience
- Customer service experience
- Financial industry experience
