Bilingual Account Specialist, High Value
New
J
JobgetherBanking collections
Based in Canada; the position is listed as remote in CanadaFull-TimeMiddle
SalaryAnnual salary: CAD $45,000–$100,000, with the final offer depending on location, experience, education, skills, and qualifications. Potential additional compensation: Performance-based incentives, discretionary bonuses, or other rewards may be available depending on the compensation structure and eligibility.
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Job Details
- Experience
- Typically 3–5 years of relevant professional experience
- Required Skills
- Customer serviceNegotiation
Requirements
- Typically have 3–5 years of relevant professional experience.
- Have a post-secondary degree in a related field or an equivalent combination of education and experience.
- Have bilingual communication skills appropriate for supporting customers; the specific language pair should be confirmed with the hiring team.
- Know consumer collections practices and applicable federal, provincial, and local laws and regulations.
- Be familiar with credit-related qualifications, credit principles, and assessment of delinquent or high-risk accounts.
- Have knowledge of financial products and services and awareness of marketplace developments.
- Communicate complex financial matters clearly and professionally in writing and verbally.
- Use analytical and problem-solving skills to assess account information, evaluate recovery options, and make sound decisions.
- Apply negotiation, influencing, and relationship-building skills in sensitive customer discussions.
- Organize and manage multiple accounts, customer requests, reporting requirements, and documentation with attention to detail.
- Work independently, exercise judgment within established guidelines, manage escalations, and adapt to changing priorities.
- Contribute to process improvements, operational tools, reporting, or training initiatives; this experience is an asset.
- Maintain confidentiality and follow responsible risk-management and regulatory-compliance practices.
Responsibilities
- Review delinquent, high-risk, and written-off accounts to assess recovery potential and recommend collections strategies.
- Contact customers to explain account status, discuss outstanding balances, and clarify payment arrangements.
- Manage complex and escalated customer requests and negotiate appropriate resolutions.
- Develop and implement action plans to maximize recoveries and minimize losses.
- Apply loss-mitigation procedures, including suitable loan modification options and alternatives that may help prevent default or foreclosure.
- Handle incoming calls, process transactions, prepare customer communications, and maintain accurate documentation.
- Analyze account information, assess collection probabilities, identify trends, and provide recommendations.
- Prepare regular and ad hoc reports, dashboards, and analyses for decision-making and performance monitoring.
- Collaborate with internal departments and external stakeholders to resolve account issues and support business initiatives.
- Contribute to collections processes, tools, training, and continuous improvement, and provide guidance on complex cases.
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