Position Summary
As a key member of our Accounts Receivable – Early Cure Collections Department, you will be responsible to answer all customer inquiries. As a result of the outbound early dunning collection campaign, negotiating repayment arrangements on delinquent accounts while maintaining the professional and ethical reputation of the company. We are currently looking to add energetic ambitious and motivated individuals with experience in collections. This position reports to the Team Manager, Personal and Business Early Cure Collections.
Duties and Responsibilities:
Answer inbound customer calls, provide account balance details and collect payments in order to resolve customer accounts in arrears on the first call.
Responsible for resolving customer service escalations and ensuring customer satisfaction is achieved.
Communicate with debtors to negotiate timely repayment, attempt to bring resolution to unpaid accounts
Provide thorough, efficient, and accurate documentation on all related activities to organizational guidelines.
Educate our customers on our practices & procedures and self-service options to avoid future collection activity.
Customer service focused.
Focus on improving first call resolution results via customer satisfaction survey & employee satisfaction survey.
Communicate effectively and possess excellent time management skills.
Meet all Key Performance Indicators.
Review team financial adjustments and ensure corporate policy is adhered to.
Provide feedback and recommendations to management to implement processes improvements.
Liaise with Financial Institutions regarding overpayments on customer accounts.
Perform other duties as assigned by management.
Qualifications:
Minimum 1-2 years of previous collections / call center and/or high-volume sales experience.
Business or vocational knowledge learned through Community College – 1 Year Program.
Demonstrate assertive/effective negotiation skills that bring in positive results for the company.
Must demonstrate superior communication/telephone skills.
Strong customer service, organization and communication (written and verbal) skills.
Strong decision-making abilities, solid judgment and interpersonal skills for conflict resolution.
Ability to multi-task in a fast-paced environment, meticulous attention to detail, work under pressure in a structured environment, tight deadlines, repetitive tasks anticipate delays communicate results.
Must be flexible to work in a shift environment during the hours of operation, which are Monday to Friday 8:30 a.m. to 5:00 p.m. (which can change due to business needs).
Ability to interact with colleagues in a team-oriented environment and work independently.
Maintain confidentiality.
Proficient with Microsoft Office (Excel, Word, Outlook), Windows.
Must be self-motivated.
Knowledge of internal systems an asset (People Soft, Bill view, I-View, Maestro).
Displays Team Charter attributes.
We are actively seeking to fill this role as it is a current vacancy.
About 407 ETR
Highway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area in Ontario, Canada. The highway spans 108 kilometres from Burlington in the west to Pickering in the east.
407 International Inc. is the sole shareholder of 407 ETR and is owned by:
Cintra Global S.E., a subsidiary of Ferrovial S.A. (48.29%)
Canada Pension Plan Investment Board (CPP Investments) and other institutional investors with non-controlling interests (44.20%)
Public Sector Pension Investment Board (PSP Investments) (7.51%)
Learn more at 407etr.com
Note: At 407 ETR, we are committed to fostering a diverse, equitable, and inclusive work environment. We value the unique perspectives and backgrounds of all individuals, and we firmly believe that our individual differences make us stronger as a whole.
Our commitment to inclusion extends beyond recruitment and encompasses an inclusive workplace culture through raising awareness, ongoing training, and encouraging feedback. We aim to create a safe and supportive environment where all employees can thrive.
Accommodation for disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process.
Skills Required
- Minimum 1-2 years of previous collections, call center, or high-volume sales experience
- Business or vocational knowledge equivalent to a 1-year Community College program
- Assertive and effective negotiation skills
- Superior communication and telephone skills
- Strong customer service, organizational, written and verbal communication skills
- Decision-making abilities, solid judgment and interpersonal skills for conflict resolution
- Ability to multi-task in a fast-paced environment, work under pressure and meet tight deadlines
- Flexibility to work shifts during business hours (Mon-Fri 8:30 a.m. to 5:00 p.m.; may change)
- Ability to work independently and in a team environment
- Maintain confidentiality
- Proficient with Microsoft Office (Excel, Word, Outlook) and Windows
- Knowledge of internal systems (PeopleSoft, Bill View, I-View, Maestro)
- Self-motivated
- Displays Team Charter attributes
What We Do
Highway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area in Ontario, Canada. The highway spans 108 kilometres from Burlington in the west to Pickering in the east. 407 International Inc. is the sole shareholder of 407 ETR and is owned by: - Canada Pension Plan Investment Board (CPP Investments) through indirectly-owned subsidiaries (50.01%); - Cintra Global S.E. which is a wholly-owned subsidiary of Ferrovial S.A. (43.23%); and - SNC-Lavalin (6.76%).
