Le spécialiste des paiements clients est responsable de l’identification et du recouvrement des paiements en souffrance au sein d’un portefeuille de prêts hypothécaires résidentiels et commerciaux. Il/elle mène des activités de recouvrement afin de régulariser les comptes dans les meilleurs délais, en proposant et en négociant des solutions adaptées à la situation des clients. Ce rôle est essentiel pour la gestion des comptes en retard de la Banque, tout en maintenant un haut niveau de service à la clientèle.
Responsabilités principales- Effectuer des activités de recouvrement, tant entrantes que sortantes, à l’aide de divers outils et canaux de communication, dans le respect des délais établis, de manière professionnelle et conformément aux pratiques de recouvrement et aux réglementations en matière de protection des renseignements personnels.
- Identifier et documenter les causes des retards de paiement, détecter les clients à risque et proposer des solutions adaptées.
- Négocier des ententes de paiement afin de régulariser les comptes, tout en identifiant les clients nécessitant un accompagnement supplémentaire.
- Recommander le transfert des dossiers à des procédures légales lorsque toutes les étapes de recouvrement ont été complétées, en respectant les délais fixés par la direction.
- Respecter les normes de qualité, de conformité et de service lors des interactions avec la clientèle.
- Assurer une tenue de dossiers rigoureuse et détaillée de toutes les communications, ententes de paiement et suivis dans les systèmes.
- Mettre à jour les systèmes hypothécaires avec toute information pertinente relative au client ou au prêt.
- Collaborer avec les différentes équipes afin d’assurer un recouvrement efficace, la résolution des irrégularités et/ou la gestion des prêts.
- Comprendre et appliquer les politiques, procédures et lignes directrices en vigueur.
The Customer Payments Specialist is responsible for the identification and collection of delinquent payments in a portfolio of residential and commercial mortgages. They conduct collection activities to bring accounts up to date as quickly as possible, negotiating and employing solutions applicable to customer circumstances. The Customer Payments Specialist is key in managing the Bank’s delinquencies while maintaining customer service values.
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.
Experience and Skill Requirements:
- Qualifications et compétences requises
- Diplôme dans un domaine connexe ou minimum de 2 ans d’expérience pertinente en recouvrement
- Bonne connaissance des produits de prêts commerciaux et résidentiels, ainsi que de la terminologie juridique et des lois provinciales et fédérales applicables
- Capacité à gérer plusieurs tâches simultanément, notamment en naviguant dans différents systèmes tout en étant en communication avec les clients.
- Excellentes aptitudes en écoute active et capacité à établir un lien avec la clientèle
- Solides compétences en communication, en résolution de problèmes et en négociation
- Capacité à faire preuve d’empathie tout en demeurant ferme; à l’aise de gérer des situations difficiles de manière régulière
- Autonomie et motivation démontrées, avec la capacité de gérer des tâches critiques de manière indépendante et avec un bon sens des priorités
- Excellentes compétences interpersonnelles et de communication, à l’oral comme à l’écrit
- La connaissance des systèmes PPlus et Collector est considérée comme un atout
- Maîtrise des outils informatiques (MS Outlook, Word, Excel)
- Grande attention aux détails et souci de la précision
- Bon sens de l’organisation
- Le bilinguisme (français) est requis
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.
Skills Required
- Diploma 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 legislation
- Ability to multi-task while navigating multiple systems and communicating with customers
- Strong active listening skills and ability to engage with customers
- Strong communication, problem solving, and negotiation skills
- Ability to show empathy yet remain firm in difficult situations
- Self-motivated with the ability to complete critical tasks independently and with urgency
- Computer literate (MS Outlook, MS Word, Excel)
- Strong attention to detail and accuracy
- Strong organizational skills
- Bilingual (French) required
- Criminal background check and credit check required for hire
- Knowledge of PPlus and Collector systems
What We Do
MakeBank on everyday banking: Earn high interest on every dollar Say no to fees No minimum balances Powered by Equitable Bank, a Schedule I Canadian Bank EQB Inc. (formerly Equitable Group Inc.) trades on the Toronto Stock Exchange (TSX: EQB and EQB.PR.C), directly serves over 607,000 Canadians through its wholly owned subsidiary Equitable Bank, Canada's Challenger Bank™, and serves over 200 Canadian credit unions that serve over 6 million of their members with products and services. Equitable Bank has grown to become Canada's 7th largest independent Schedule I bank with over a $119 billion in assets under management and assets under administration, and a clear mandate to drive real change in Canadian banking to enrich people's lives. At Equitable Bank, we are as invested in our employees as we are in our business. That’s why we are consistently recognized as one of Canada's Top Employers – a rating that comes from our 1,800 employees. Equitable Bank’s inclusive, welcoming, and pride-inducing workplace earned it the honour of being recognized as one of the top 50 organizations on the 2023 list of Canada’s Best Workplaces™. Founded over 50 years ago, Equitable Bank provides diversified personal and commercial banking, and through its EQ Bank platform (eqbank.ca), which has been named #1 Bank in Canada for three consecutive years on the Forbes World's Best Banks list for 2021, 2022, and 2023. Equitable Bank website: www.equitablebank.ca EQ Bank website: www.eqbank.ca Specialties Lending, Mortgages, Residential Lending, Commercial Lending, Reverse mortgages, Insurance lending, Equipment leasing , Credit Union, Trust, and Funds Management
.png)
