Job Description

Essential Duties and Responsibilities:

Responsible for reviewing and responding to client and third-party inquiries and requests. Review and appropriate distribute emails from the Customer Service mailbox. Maintaining client confidence and protecting operations by keeping confidential information. Fulfill due diligence requests, such as provide buy out letters, amortization schedules, loan documents, account statements, pull corporate searches. Obtain all proper supporting information and documentation to ensure proper, efficient administration of the file. Consult and partner with the Account Solutions team, including, but not limited to, assisting with obtaining information, documentation and following up on complex issues where input and interpretation are requested. Responsible to process waiver and postponement requests and prepare documentation for filing and/or associated correspondence. Partner with Account Solutions Specialist on processing of terms modifications; uploading financial statements, bank statements and CRA documents to loan management system. Set up loan changes in TValue, apply fees for terms modification and update loan management system with all updated terms. Discharge individual assets where a surplus exists or where a deficiency has been addressed, in accordance with policy. Record all discharges accurately in internal systems and notify all relevant parties. Handle all administrative tasks for EDC loans; early buy out for performing and delinquent loans, prepare and submit EDC claims review, approval and signatures, upload required documents and update loan management system. Bankruptcy files: review bankruptcy and proposal packages, draft and file Proof of Claims and submit to Trustees and respond to inquiries from internal departments regarding bankruptcy related issues. Escalate complex Insolvency matters to the Director for legal review. Reviewing amended proposals; clients, Trustees and Bankruptcy Lawyers. Consulting with internal clients for clarification and issue resolution. Understanding relevant legal requirements of multiple provincial jurisdictions. Performing relevant searches for the purpose of client care and enforcement including but not limited to; Land Title, Personal Property, Vehicle, Equipment and Corporate searches. Reviewing sign-up documents for accuracy and policy compliance as well as adding completed documentation to loan management system. Posting payments and invoices to loan management system and updating related tracking sheets for Account Solutions. Track Payments: Process and monitor recovery payments on previously charged-off consumer loans.

Supervisory Requirements:

None.

Education / Experience Requirements:

High School Diploma or Equivalent Proficiency with Microsoft Word and Excel. Previous phone-based customer service experience at a financial institution is preferred. Previous insolvency administration is preferred. Excellent communication skills and a professional demeanor Excellent verbal and written communication skills to speak effectively with clients and other third parties. Strong attention to detail and the ability to multitask in a fast-paced environment. High computer literacy including the ability to learn new programs. Excellent time management and organizational skills. A team player who can also work independently and take ownership of their workload. High level of accuracy, organization, and attention to detail. Great interpersonal skills to deal with team members, staff, and clients. Ability to manage sensitive information with confidentiality and professionalism. Ability to commute to the primary work location.

Leadership Competencies:

Results Oriented Two-way Communication Building Relationships Critical Thinking and Decision Making Adaptability and Change Leadership Technical/Functional Expertise




Salary Range $53,000 to $58,000

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Education

RequiredHigh School Diploma or better
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Behaviors

PreferredTeam Player: Works well as a member of a group Dedicated: Devoted to a task or purpose with loyalty or integrity Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
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Motivations

PreferredSelf-Starter: Inspired to perform without outside help Goal Completion: Inspired to perform well by the completion of tasks Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals * Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization