EQ Bank | Equitable Bank

Customer Payments Specialist, Bilingual

EQ Bank | Equitable Bank

full-time

Posted on:

Location Type: Hybrid

Location: Toronto • Canada

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About the role

  • Complete outbound and inbound collection activities, using a variety of communication methods and collection tools, within stipulated timelines in a professional manner and in accordance with debt collection practices and privacy regulations.
  • Establish and record reason for past due accounts; recognize consumers at risk and identify possible solutions to assist.
  • Negotiate payment arrangement(s) to bring accounts current and recognize customers requiring extra assistance.
  • Refer accounts for recommended commencement of legal action once all required collection steps have been taken and within timelines set by management.
  • Meet expectations according to outlined quality criteria, compliance, and service standards while interacting with customers.
  • Maintain detailed and accurate notes of all correspondence, payment arrangements, communications, and matters of interest on system(s).
  • Update mortgage system with any information pertaining to client or loan.
  • Work with other teams as required to ensure satisfactory collection, breach resolution, and/or loan servicing.
  • Understand and follow policies, guidelines, and procedures.

Requirements

  • A diploma program in a related discipline or 2 years of demonstrated collections experience.
  • Knowledge of commercial and residential lending products, related legal terminology, and provincial and federal legislations.
  • Ability to multi-task by navigating various systems while communicating with customers.
  • Strong active listening skills with the ability to engage with the customer.
  • Strong communication, problem solving, and negotiation skills.
  • Ability to show empathy yet remain firm; must be sensitive and able to handle difficult situations as the norm.
  • Must be self-motivated with the ability to complete critical tasks independently, with a sense of urgency.
  • Strong interpersonal and communication skills – written and oral.
  • Knowledge of PPlus and Collector systems are an asset.
  • Computer literate (MS Outlook, MS Word, Excel).
  • Strong attention to detail with an eye for accuracy.
  • Strong organizational skills.
  • Bilingual (French) is required.
Benefits
  • 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 and personal days
  • Virtual events to connect with your fellow colleagues
  • Professional development and comprehensive Career Development program
  • A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
collections experiencenegotiation skillsproblem solvingactive listeningattention to detailorganizational skillsbilingual (French)knowledge of commercial lending productsknowledge of residential lending productsknowledge of legal terminology
Soft Skills
communication skillsinterpersonal skillsempathyself-motivatedability to multi-taskability to handle difficult situationssense of urgencyengagement with customerssensitivityindependence
Certifications
diploma in related discipline