Description
High-Risk Delinquency (HOPS) Collections Associate
LOB: Collections
Duration: 6 Months
Possibility of extension: Yes
Possibility of FTE: Yes
Working Hours: After training, you will be assigned a shift between 11am EST - 11pm EST. 7.5 hours per day. Must be available to work on the weekends. For weekend work. Option 1: You will be assigned a shift that includes 1 weekend day (Either saturday or sunday) OR Option 2: if you are assigned a shift that is Monday - Friday, then you will have a rotational weekend that you have to work (Both saturday and sunday) every month. There is NO option to negotiate or discuss the shifts you are assigned.
Location: Can be all over Canada and fully remote. Have to adhere to EST timezone.
IF WITHIN COMMUTING DISTANCE: Hybrid Model: 1x-2x per month if they are within commuting distance of Montreal or Toronto
For Training: Monday to Friday, 9am EST-5pm EST for 5-6 weeks, virtual training. Candidates MUST be available for the whole training, mandatory attendance.
Role Mandate: Collaborates in the review and evaluation of delinquent, high risk, or written-off accounts for possible collections opportunities. Understands customer needs and provides collections-related sales and service to customers or prospects. Advises customers on payment strategies and products that meet their objectives. Fulfills sales and service activities for the customer in accordance with approved procedures. Support areas may include, but are not limited to, coaching and training, quality audits, vendor management and credit collection disputes.
Delivers exceptional customer service that builds trust through expertise, responsive service and support.
Develops rapport and instils confidence with clients in order to develop credibility and earn their trust as relationship manager.
Develops and maintains long-term, profitable relationships and expands share of wallet.
Contacts the customer to obtain the necessary information to manage their application (as required) ensuring the customer is aware at all times of the status/result of the present and future payments.
Executes established loss mitigation processes/procedures for the resolution of non-performing and high risk accounts.
Handles incoming calls in an informed, professional, and efficient manner.
Probes to understand customer needs and provides advice related to payments and overall collections strategies in the best interests of the customer.
Sends out client communications, processes transactions and interacts with internal stakeholders to ensure customer needs are met.
Integrates marketing promotions and programs into customer conversations as appropriate.
Establishes expertise with Consumer Collections personnel as a key support contact/resource/coach with proficiency and tools to assist departments in achieving goals.
Analyzes data and information to provide insights and recommendations.
Manages all transactions related to customer calls or refers to appropriate internal business groups.
Escalates complex or unresolved customer situations to managers as required.
Completes required documentation to ensure customer’s requests are accurately processed.
Organizes work information to ensure accuracy and completeness.
Collaborates in efficient functioning of collections life cycle. Includes participating in the execution of established loss mitigation solutions for the successful resolution of non-performing and high risk accounts. Solutions range from various loan modification options to liquidation for borrowers with delinquent and high risk loans in order to offer default / foreclosure alternatives and minimize losses.
Delivers exceptional customer service that builds trust through expertise, responsive service and support.
Follows documented policies and procedures to execute transactions, activities and processes.
Keeps abreast of needs of the Collections departments. Identifies and makes referrals to other business groups as needed.
Maintains current knowledge of collections strategies, practices, and trends and integrates into customer conversations in a professional manner.
Maintains the confidentiality of customer and Bank information.
Supports continuous improvement initiatives by identifying and implementing changes to make processes more effective and efficient.
Develops and maintains awareness of industry trends and best practices and the regulatory environment as it relates to collections products and services.
Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
Analyzes issues and determines next steps.
Broader work or accountabilities may be assigned as needed.
Candidate Value Proposition (CVP)
This role allows the candidate(s) to work in an established institution and with multiple groups, which will allow candidate(s) to build effective skills and confidence. The individual is exposed to other lines of business, as there are lots of opportunities for learning, growth, and development. There are flexible work schedules including possible, remote, and the individual will be working in an environment that values equity, diversity, inclusion, and growth.
Group Culture
This individual will be working in a collaborate, fast-paced and friendly environment. MS Teams is available throughout the day for team members to communicate. Teams are very supportive of one another.
Skills
Communication skills, Writing skills, Call Center, Consumer Collections, MS office, Bilingual, French, English, customer service, customer support
Additional Skills & Qualifications
Nice-to-Have Skills
- Previous FI / banking experience
Soft-Skills
- Team player
- Strong attention to detail
- Fast learner
- Motivated
- Ability to work independently
Experience Level
Entry Level
Pay And Benefits
The pay range for this position is $24.00 - $25.00
Workplace Type
This is a fully remote position.
À Propos De TEKsystems
Nous sommes partenaires dans la transformation. Nous aidons les clients à activer des idées et des solutions afin de profiter d’un nouveau monde d’opportunités. Nous sommes une équipe solide de 80 000 personnes, nous travaillons avec plus de 6 000 clients, dont 80 % faisant partie du Fortune 500, partout en Amérique du Nord, en Europe et en Asie. En tant que chefs de file de l’industrie des services technologiques complets, des services aux talents et des applications du monde réel, nous travaillons avec des leaders progressistes pour favoriser le changement. C’est le pouvoir d’un vrai partenariat. TEKsystems est une société du groupe Allegis.
About TEKsystems
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
