Job description:
As a key member of our Accounts Receivable Collections Department, you will be responsible for answering all inbound communication that is direct result of the company providing services and products to our customers. You are required to assess, research, and review each inquiry, provide required documentation and resolution in a timely, professional and ethical manner, while ensuring that past due balances are settled. The position reports to the Manager, Credit & Collections.
- Location: Brampton, ON
- Shifts: Monday-Friday | Shift within 7:00am-8:00pm
Key Accountabilities
- Provide efficient and effective customer service to clients.
- Manage inbound call inquiries and make outbound calls for resolution.
- Collect and process customer payments.
- Assist/provide required documentation to customers.
- Communicate with debtors to negotiate timely repayments.
- Resolve unpaid accounts.
- Accurately document all related activities.
- Educate customers on practices, procedures, and self-service options.
- Offer feedback and recommendations for process improvements.
- Route relevant information to other departments/locations.
- Monitor and respond to email inquiries.
- Follow up with internal departments to resolve issues.
Required Qualifications
Education
- Post-secondary degree or diploma or equivalent.
Experience
- Minimum of 3 years in collections, call center operations, or high-volume B2B sales.
- Experience in order release and credit decision-making.
Knowledge / Skills / Abilities
- Excellent written and verbal communication skills (English).
- Bilingual in French (written and verbal) is a strong asset.
- Strong computer skills (MS Office; Intermediate Excel proficiency).
- Skilled in de-escalating customer concerns over the phone.
- Ability to prioritize workload and operate independently.
- Commitment to excellent customer service delivery and continuous improvement.
- Ability to handle irate customers and high call volumes with tact.
- Sound judgment and decision-making skills.
- Maintain professionalism and effective communication at all times.
Nature and Scope
Contacts
- Clients
- Internal/external stakeholders
- 3rd party vendors
Level of Responsibility
- High degree of responsibility as detailed in Key Accountabilities.
Physical and Sensory Demands
- Multi-tasking with a high attention to detail.
- Prolonged periods on the phone and using a computer screen.
Working Environment
- Office-based role.
- Flexibility to work designated days/hours to support business needs (Monday – Friday, 7:00 am - 8:00 pm).
Pay: $25.00-$29.00 per hour
Experience:
- Collections: 3 years (required)
Work Location: In person
