Job Description

Adecco is seeking a skilled and motivated Bilingual Collection/Recovery Specialist to work full-time for our client, a leading indirect vehicle financing and leasing solutions provider, located in Toronto, ON. The successful candidate will be responsible for support to the Front-End Collections and Recovery teams, including back-office logistic facilitation, in order to ensure that the contact center runs efficiently and smoothly. This position will require to be the main backup role for Front End Collections as frequently as the operation demands it.

Responsibilities:

1. Front-End Collections Support: * Backfill Front-End Collections activities in case of absences (illness, vacation, etc.) as required

• Manage specialty accounts (First Payment Default, Short pay-off accounts, etc.)
• Manage all 3 shared inboxes: reply to customers within 24 hours, send collections emails as per the defined strategy (past due reminders, payoff quotes, payment history, etc.)
• Manage escalations from the Front-End team (call back customers, contact dealers, etc.) when the manager is not available

2. Contact Centre Dialer Administration: * Campaign Management

• Design call campaigns according to the overall Collections Strategy
• Build dialer lists linked to specific campaigns
• Open/close groups and assign calling lists as per the defined daily strategy
• User administration: Enable/disable users and manage profiles according to the needs of the operation
• Work closely together with IT to translate business requirements for technical modifications/adjustments related to the dialer, as well as to raise and look for solutions on technology issues
• Work closely together with the Ops Excellence team to produce the necessary performance metrics on all Contact Centre KPIs
• Work closely together with the Workforce Management team to ensure the Front-End Collections\' operational needs are properly reflected in the WFM tool
• Review all payroll aspects associated with WFM in order to guarantee that Manager\xe2\x80\x99s approval of every payroll timecard is accurate
• Create and maintain all Front-End Collections schedules up to date and ensure they are accurately reflected in the WFM tool

3. Front-End Collections Trainer: * Conduct all training activities for new hires, including but not limited to: planning and scheduling, creating training documentation, coordinating with other Operations teams as needed, monitoring calls and providing feedback, documenting progress and reporting back to Collections Manager

Qualifications: * Automotive financial captive company experience with understanding of operations of leases and loans

• Previous Insurance claims process experience
• College Degree is preferred
• High School Degree is a must
• Strong understanding of the operation of a contact centre dialer system
• Previous collections background on retail products (secured or unsecured)
• Ability to manage customer interactions and handling inquires/conflicts/complaints in the most effective manner
• Transferable knowledge in an easy and effective way, allowing team members to understand what is expected from them and how they can continue growing
• Proficient (intermediate to advanced level) in the use of Excel as an analytical tool
• Capable of navigating through situations that have no defined process and find a proper solution that satisfies the requirements
• Ability to prioritize responsibilities to manage all tasks in an efficient way which prevents them from becoming urgent
• Requires little supervision to execute all responsibilities, including multitasking, in order to deliver on time and with the required level of detail and accuracy
• Bi-Lingual French Canadian/English required.
• Ability to communicate clearly both verbally and written in both languages.
• Demonstrated ability to build positive productive relationships with a variety of internal and external stakeholders and gain cooperation and commitment from others.
• Self-starter who is team-oriented and results-driven.
• Capacity to work flexible work hours, which may include day, evening, and weekend shifts.
• Ability to work independently and proactively problem solve.

If you are looking for a permanent opportunity to work in a fast-paced, challenging environment with a growing company, then this is the job for you. The position offers a competitive salary, excellent benefits, and an opportunity to work with a dynamic team of professionals.

If you are interested in this opportunity, you can apply online, and an Adecco recruiter will be in touch with you soon.

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Adecco