Customer Payments Specialist, Bilingual ( Collections )

The Work !

Review and monitor assigned accounts and all applicable collection reports.

Handle all outbound and inbound collection calls within stipulated timelines in a professional manner and in accordance with debt collection practices and privacy regulations.

Respond to all electronic correspondence within set timelines.

Establish and record reason for past due accounts.

Negotiate payment arrangement to bring accounts current.

Provide timely follow-up on payment arrangements.

Refer files for commencement of legal action once all required collection steps have been taken and within timelines as set by management.

Maintain detailed and accurate notes of all correspondence, payment arrangements, communications and matters of interest on debt collection system.

Update mortgage system with any information pertaining to client or loan.

Work closely with other departments to ensure satisfactory collection and payment results such as payment date/payment frequency changes and deferral request.

Coordinate with the Residential and commercial Renewals teams to achieve resolution on loans past maturity; follow ups/exceptions due to refinances will take place.

Understand and follow policies, guidelines and procedures.

On a monthly basis, the incumbent will be responsible for the preparation of specific reports on assigned categories

Let's Talk About You !

Completed a diploma program in a related discipline and have a minimum of 2 years of collections experience

Minimum 2 years’ experience in a financial service industry

Strong communication, problem solving and analytical skills required

Strong negotiation skills are required

Ability to show empathy yet remain strong and thick skinned; must be sensitive and handle difficult situations as this is the norm

Ability to work independently and to adapt to a fast changing environment

Knowledge of PPlus and XRS systems are very much an asset

Proficiency in MS Outlook, MS Word, Excel

Strong attention to detail with an eye for accuracy

Ability to balance multiple priorities simultaneously

Creative, self-disciplined and capable of identifying and completing critical tasks independently and with a sense of urgency

Must work well in a team environment

Strong organizational Skills

Experience with HELOC (Home Equity Line of Credit) is preferred but not required

What we offer [For full-time permanent roles] Competitive discretionary bonus Market leading RRSP match program Medical, dental, vision, life, and disability benefits Employee Share Purchase Plan Maternity/Parental top-up while you care for your little one Generous vacation policy, personal days and even a moving day Virtual events to connect with your fellow colleagues Annual professional development allowance and a comprehensive Career Development program A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experienceThe incumbent will be working hybrid and in office time will be spent working from Equitable Bank’s additional office space located at 351 King Street East, Toronto, ON.