Primary Responsibilities & Duties

• Make and receive collections calls to assess and resolve early and late-stage accounts
• Assess and negotiate solutions to bring accounts up to date
• Ability to de-escalate customer concerns and resolve situations
• Schedule and follow up with customers to ensure that commitments are met
• Maintains and updates customer information in files with detail and accuracy
• Develop professional relationships with customers to promote healthy payment strategies and ensure a positive customer experience
• Monitoring and maintaining up-to-date records for client accounts and reviewing accounts in arrears to ensure appropriate actions are taken
• Notifying debtors of overdue payments and accounts by telephone, mail, and email – including timely follow up if a reply is not received
• Professional handling of customer inquiries, including providing detailed customer reconciliations and statements as required, resolving payment disputes, and processing payments and refunds
• Knowledge of deductions and disputes
• Tracing and locating debtors to make payment arrangements
• Recommending further action or discontinuation of service on occasions where payment is not forthcoming – including liaising with Credit and Sales departments where necessary

Required:

• Minimum 4-5 years Collections experience
• Ability to work independently and as a team player with a positive attitude, initiative and a strong work ethic
• Proficient in MS Office Skills including Excel, Word, and Outlook
• Excellent verbal and written communication skills
• Familiar with using CRM System
• Bilingual English/French (required)