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Account Managers - Collections

  • Telecommunication, Call Centre, Customer Service Jobs
  • Banking, Finance, Insurance, Accounting and Trade jobs
  • Management (incl. project, product management & human resources)

Description

  • Speak with estate representatives, such as Executors, Administrators, and next-of-kin in a compassionate, professional, and fair manner to evaluate estate circumstances and advise of intent.
  • Provide guidance, assistance, and support to customer representatives throughout all stages of the estate/succession process.
  • Maintain and manage queue of files in-line collection best-practices, company procedures, and client service standards.
  • Respond-to and address inquiries from attorneys, executors, administrators and/or estate representatives.
  • Provide requested correspondence and/or account documentation to estate representatives and follow-up to ensure receipt.
  • Meet defined department goals and activity metrics; achieve minimum requirements on all key performance indicators, including quality assurance and compliance reviews.

Specific Requirements

  • High-school diploma, or equivalent required; college degree preferred.
  • Two or more (2+) years debt collections, customer service, account management, call-centers or similar phone-based employment.
  • Strong communication, active-listening, interpersonal, problem-solving, and analytical skills.
  • Ability to work independently and to adapt to a fast-changing environment.
  • Proficiency in Microsoft Office, including Excel and Word; three (3+) or more years’ experience with web-based customer/client management applications.
  • Experience in a high-paced telecommunications environment is preferred but not required.
  • Creative, self-disciplined, and capable of identifying and completing critical tasks independently and with a sense of urgency.
  • Multi-lingual fluency (English + French)

Hard Skills

  • Microsoft Office
  • Advanced Excel Skills (queries, pivot tables, formulas, macros)
  • Account management
  • Opportunity analysis
  • Customer success
  • Client management
  • Competitor research
  • Cold Calling
  • Business analysis
  • Timelines
  • Deliverable management

Soft Skills

  • Communication
  • Adaptability
  • Problem-solver
  • Listening
  • Strategic thinker

We offer

  • Comfortable office environment in an outstanding location – ample free parking.
  • Great opportunity to work for a truly unique international business in a hands-on role.
  • Competitive salary & monthly bonus package, along with clearly defined Career Path recognition and reward program.
  • An excellent opportunity for people who believe in treating customers with dignity and respect and want to make a difference.
  • Group medical, dental, vision & life-insurance benefits.
  • Enhanced EAP, on multiple platforms.
  • Named in Top Workplaces lists in multiple markets.