If you are passionate about finance, customer service, and making a positive impact in a supportive and fun work environment, apply today and join us in shaping the future of financial lending with integrity and inclusivity!
Who We Are: Prefera Finance Ltd. is a Canadian-owned, national finance company dedicated to empowering clients through innovative and unique financial solutions. We work with our partners and customers to understand their needs and provide solutions that fit. These solutions include providing flexible, innovative financing programs for recreational products such as motorcycles, boats, trailers, snowmobiles and many more. Prefera also provides leading-edge point of sale solutions for automotive repairs.
We Believe In Fun: Our hybridized work culture offers the best of both worlds: the flexibility to work remotely and autonomously with the opportunity to collaborate in our vibrant and casual office environment. We believe in fostering a workplace where everyone feels valued and empowered to succeed.
Position Summary: Under the direction of the Collections Manager, the Collection Specialist is responsible for managing a section of the delinquent portfolio in a manner that maintains positive customer relations with all past-due customers. You will work with clients to strategize a plan to arrange past due payments and meet monthly goals. The incumbent performs all duties according to the established Collections Policies & Procedures.

KEY ACCOUNTABILITIES:

1. Actively manage a queue of the past-due accounts to ensure company delinquency and write-off targets remain at acceptable levels.

Main Activities:

• Initiate outbound calls to the delinquent customers based on the collections timing tree.
• Perform outbound activities such as welcome calls, insurance broker calls, pay-out quotes and returning all voice messages left by customer.
• Handle all inbound calls, faxes and email inquiries within department service level agreements.
• Take ownership for the calls, fax or email by ensuring that all inquires are investigated and resolved to the satisfaction of the customer.
• Ensure accuracy of customer information in company software system by maintaining computerized notes and updating residence, employment and banking information.
• Perform basic skip tracing functions.
• Preparing files for repossession activities as per the collections timing tree.
• Follow up on written off files and proceed with necessary actions that may include completing necessary legal paperwork.

1. Contribute to the promotion and maintenance of positive customer relations by offering strategies to delinquent customers and providing exceptional customer experience.

Main Activities:

• Display appropriate telephone and email etiquette when communicating with customers (both internally and externally)
• Facilitate the resolution of minor escalated calls with an approach of first call resolution technique.
• Recommend solutions on delinquent accounts such as deferral payments and long-term acceptable arrangements.

1. Contribute to the success of the business and Collections department through personal efforts to enhance own knowledge and skills. Assist others in achieving common goals and objectives and maintaining a respectful, positive work environment.

Main Activities:

• Adhere to work day schedule.
• Maintain up-to-date knowledge of department policies and procedures.
• Participate in team meetings, workshops and individual coaching sessions.
• Build and maintain effective working relationships with colleagues.
• Actively participate in performance management process in support of own personal and professional departmental objectives.
• Respect and adhere to all policies and procedures, including Code of Conduct, Harassment & Discrimination, Internet & Email and Privacy Policy.
• Maintain knowledge of and complete annual training of any compliance requirements.

(Note: The omission of specific statements does not preclude management from assigning specific duties not listed herein if such duties are a logical assignment to the position)

EDUCATION & EXPERIENCE:

§ Post-Secondary Education (University Degree or College Diploma).
§ Minimum 1-2 years of experience in Collections and Customer Service in a call centre environment.

KNOWLEDGE, SKILLS AND ABILITIES:

§ Solid understanding of the principles and practical application of the Collections Policies & Procedures manual.
§ Strong interpersonal, organizational, negotiation and decision-making skills.
§ Working knowledge of the Microsoft Office Suite (Outlook, Word, Excel) and company software systems.
§ Extremely detail-oriented, able to multi-task and prioritize work in response to requests and inquiries.
§ Ability to work independently and make decisions / problem solve based on sound judgement.
§ Demonstrated communication skills with ability to interact with peers, management, and other departments in a professional manner.

Please refer the Job description for details