Santander Consumer Bank provides a full spectrum of finance solutions for the automotive and powersport markets. Santander offers loans the easy way; Simple, Personal, and Fair. Become part of a globally recognized brand and join our dynamic and growing team today.
Our mission is to help people and businesses prosper. Guided by our values “Simple, Personal, and Fair”, we strive to be the best open financial services platform, acting responsibly to earn the lasting loyalty of our people, customers, shareholders, and communities. We live this mission through our TEAMS behaviors: we Think Customer, Embrace Change, Act Now, Move Together, and Speak Up to create a culture of trust, innovation, and collaboration. We adopt a strong risk culture, and we expect all our professionals, regardless of their position, to have a proactive and responsible attitude towards risk management.
Job Purpose
Reporting to the Collections Supervisor, the Collections Agent is responsible for recovering overdue loan payments by contacting customers with delinquent accounts and negotiating payment arrangements to bring accounts current. The role focuses on later-stage collections activity and involves regular outbound and inbound customer contact through multiple communication channels. The position requires strong attention to detail, effective communication, and adherence to internal policies, regulatory requirements, and established collections procedures. The Collections Agent operates within defined guidelines, exercises judgment on routine and occasionally complex matters, and escalates accounts when delinquency surpasses established thresholds.
Job Duties and Responsibilities
Collections & Account Recovery
- Conduct outbound and inbound contact with customers through a dialer system, including phone calls, email, and text messaging, to discuss overdue account balances.
- Negotiate payment arrangements with customers to bring delinquent accounts current, in accordance with established guidelines.
- Collect on overdue accounts and support the transition of resolved accounts back to customer service servicing, where applicable.
- Submit accounts for escalation when delinquency surpasses defined thresholds or guidelines.
- Pull credit bureau reports and verify employment information to support escalated accounts and legal proceedings, as required and in accordance with procedures.
- Update customer accounts with accurate and complete information reflecting all collections activity, decisions, and customer communications.
- Draft and prepare required documentation related to delinquent or escalated accounts.
- Perform collections activities in accordance with Anti-Money Laundering (AML), privacy, and internal policy requirements.
Collaboration & Team Support
- Coordinate with internal teams and cross-functional departments to support collections workflows and account escalation processes.
- Contribute to team objectives and reporting by supporting the resolution of delinquent accounts brought back to current status
Qualifications
- High school diploma or equivalent is required.
- Fluency in English is required; fluency in French is considered an asset.
Experience, Skills & Competencies
Experience:
- Minimum of 1 year of experience in collections, customer service, or a related financial services or call center role.
- Experience contacting customers regarding overdue accounts, negotiating payment arrangements, or resolving delinquent balances is preferred.
- Experience handling difficult or sensitive customer interactions, including conflict resolution, is considered an asset.
Skills:
- Proficiency in Microsoft Word, Outlook, and Adobe or similar document management tools.
- Proficiency with loan management systems (e.g., Shaw Systems) is considered an asset.
- Familiarity with customer contact and dialer platforms (e.g., Genesys Solutions) is considered an asset.
- Knowledge of customer billing processes and accounts receivable concepts.
- Ability to accurately update account records and documentation based on customer-provided information.
Competencies:
- Clear and professional verbal and written communication skills when negotiating payment arrangements and discussing sensitive, delinquent account matters with customers.
- Customer focus and service orientation, balanced with firmness and professionalism when working with customers experiencing financial difficulty.
- Attention to detail and accuracy when documenting collections activity, updating account records, and preparing escalation documentation.
- Analytical thinking and problem-solving when handling difficult or occasionally complex delinquent account scenarios within established guidelines.
- Planning, organization, and time management skills to manage a high volume of overdue accounts and competing priorities.
- Confidentiality and discretion when handling sensitive customer, financial, and credit-related information.
- Emotional resilience and patience when interacting with distressed or overwhelmed customers.
Working Conditions / Physical Requirements
- Work is performed in a call center environment using standard office equipment and a dialer system.
- Requires prolonged periods of sitting and extended computer and screen use.
- Involves sustained mental concentration, frequent interruptions, task switching, multitasking under deadlines, and repetitive data entry.
- Work includes regular interaction with customers regarding delinquent accounts, which may involve emotionally sensitive or challenging conversations.
- No travel required.
Hours/Schedule
- Monday – Friday 8:30 AM – 5:30 PM
- Rotating shift schedule, including late shifts as required by operational needs.
Application Process
Interested candidates should submit their resume and cover letters detailing their relevant experience and interest in the position. Please note that only shortlisted candidates will be contacted.
Santander Consumer Bank is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Job Types: Full-time, Permanent
Benefits:
- Dental care
- Disability insurance
- Extended health care
- Paid time off
- Vision care
Ability to commute/relocate:
- Edmonton, AB T6E 5Y7: reliably commute or plan to relocate before starting work (preferred)
Experience:
- Customer service: 1 year (preferred)
Work Location: In person
