Salary :
Activate JobCopilot
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Bilingual Recovery Representative based in Canada.
This remote role sits at the intersection of customer support, financial services, and risk management, where you will assist customers navigating challenging financial situations with empathy and professionalism. You will serve as a key point of contact for delinquent accounts, payment arrangements, repossessions, total loss servicing, estate cases, and general account inquiries. The role requires balancing strong customer service with disciplined collections and recovery practices to support both customer outcomes and portfolio performance. You will assess individual circumstances, recommend appropriate solutions, and help customers regain control of their accounts. Operating in a fast-paced, performance-driven environment, you will handle sensitive conversations with care while ensuring compliance and accuracy. This is a highly collaborative role where communication, problem-solving, and sound judgment are essential. You will contribute directly to minimizing credit losses while maintaining a respectful and supportive customer experience.
Accountabilities:
In this role, you will be responsible for managing inbound customer recovery cases while delivering effective solutions, maintaining compliance, and supporting portfolio performance objectives.
- Handle inbound inquiries related to account balances, payment history, account status, and payout information.
- Review customer accounts and determine appropriate resolution strategies based on financial and personal circumstances.
- Negotiate payment arrangements, deferrals, and account resolutions for delinquent customers within established guidelines.
- Accurately document all customer interactions and account updates in servicing systems.
- Educate customers on repayment options, consequences of non-payment, and available support solutions.
- Respond to repossession-related inquiries including redemption, reinstatement, and recovery processes.
- Support total loss cases by explaining deficiency balances and negotiating repayment options after insurance settlements.
- Assist with estate and deceased account administration, providing compassionate guidance to families and representatives.
- Process bankruptcy and insolvency notifications in accordance with internal procedures.
- Contribute to continuous improvement by identifying process enhancements and participating in training and development activities.
Requirements:
The ideal candidate combines strong customer service skills with financial services experience and the ability to handle complex, sensitive conversations with professionalism and empathy.
- Post-secondary education or equivalent work experience.
- 2+ years of experience in financial services, collections, account management, or related fields.
- Bilingual proficiency in French and English is required.
- Strong negotiation, analytical, and decision-making skills in complex scenarios.
- Excellent communication and interpersonal abilities with a customer-first mindset.
- Ability to work independently in a fast-paced, performance-driven environment.
- Strong organizational skills with high attention to detail and accuracy.
- Understanding of collections, insolvency, or asset recovery processes is an asset.
- Ability to collaborate effectively with internal teams and external stakeholders.
- Comfortable managing emotionally sensitive and high-pressure customer interactions.
Benefits:
- Competitive salary range: $50,800 – $60,325 CAD annually
- Fully remote work-from-home position (5 days per week)
- Occasional access to office hoteling space when required
- Opportunity to work in financial services and customer recovery operations
- Exposure to complex case management including insolvency, repossession, and estate servicing
- Collaborative and structured work environment with ongoing training and support
- Career development opportunities within a large national organization
- Inclusive workplace with accommodation support available upon request
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