Bilingual Account Specialist – Medium Value
New
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JobgetherConsumer banking collections
The position is listed as remote in CanadaFull-TimeMiddle
SalarySalary range: CAD $40,500–$80,000 annually, depending on factors such as location, experience, education, skills, and qualifications. Potential incentives: Performance-based incentives, discretionary bonuses, or other rewards may be available depending on the compensation structure and role eligibility.
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Job Details
- Experience
- Typically, 2–3 years of relevant professional experience
- Required Skills
- Problem SolvingCustomer serviceRisk Management
Requirements
- Typically 2–3 years of relevant professional experience.
- A post-secondary degree in a related field is preferred, or an equivalent combination of education and experience.
- Bilingual communication skills for supporting customers in both required languages; the specific language pair should be confirmed with the hiring team.
- Knowledge of consumer collections practices and applicable federal, provincial, and local laws and regulations.
- Familiarity with financial products and services, payment solutions, and consumer banking offerings.
- Strong verbal and written communication skills, including the ability to explain financial information and handle sensitive customer conversations professionally.
- Organizational skills and attention to detail when managing account information, documentation, transactions, and customer requests.
- Analytical and problem-solving abilities to assess account circumstances, evaluate options, and make informed recommendations.
- Ability to collaborate with colleagues and internal stakeholders.
- Customer-focused judgment, empathy, discretion, and confidentiality when handling sensitive financial information.
- Ability to follow procedures, manage competing priorities, recognize risk, and escalate complex cases appropriately.
- Comfort working remotely and adapting to evolving processes, policies, and business priorities.
Responsibilities
- Review medium-risk delinquent accounts to identify collections opportunities and suitable resolution strategies.
- Contact customers to gather information, explain account status, and discuss payment arrangements.
- Recommend payment strategies, loan modifications, and other solutions based on customer needs and established procedures.
- Manage incoming calls, process transactions, and document customer interactions accurately.
- Apply loss mitigation procedures to resolve delinquent and high-risk accounts and identify alternatives to default or foreclosure where applicable.
- Analyze account information, recommend next steps, and escalate complex or unresolved cases to management.
- Collaborate with internal departments and business groups to address customer needs and support the collections lifecycle.
- Share collections expertise with colleagues and support coaching, training, and quality reviews where required.
- Identify operational improvements, follow procedures, and safeguard confidential information.
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