Account Specialist, LVAR

Accountabilities: Review and evaluate delinquent, high-risk, and written-off accounts to identify potential collection opportunities and appropriate resolution strategies. Provide professional, responsive customer service that builds trust and supports positive customer relationships. Communicate with customers to understand their financial circumstances, identify needs, and recommend suitable payment strategies and collection solutions. Apply established loss mitigation procedures to resolve non-performing and high-risk accounts while minimizing financial losses. Explain available repayment options, loan modification solutions, and other appropriate alternatives to help customers address delinquent obligations. Handle incoming customer calls efficiently and professionally, ensuring inquiries and requests are addressed accurately. Process customer transactions, prepare communications, and complete required documentation in accordance with established procedures. Analyze account information and relevant data to support decisions, identify issues, and recommend appropriate next steps. Coordinate with internal business groups to resolve customer requests and refer cases to the appropriate teams when necessary. Escalate complex, sensitive, or unresolved situations to management in accordance with established guidelines. Maintain accurate, complete, and organized account records while protecting confidential customer and financial information. Stay informed about consumer collections practices, financial products, industry developments, and relevant legal and regulatory requirements. Support continuous improvement initiatives by identifying opportunities to enhance the efficiency and effectiveness of collection processes. Apply the organization's risk management framework when making decisions, ensuring compliance with applicable policies, standards, procedures, and regulations. Contribute to the effective operation of the collections lifecycle and undertake additional responsibilities as required. Requirements Typically 1–2 years of relevant professional experience in collections, customer service, financial services, or a related field. A post-secondary degree in a relevant discipline is desirable; an equivalent combination of education and experience may also be considered. Working knowledge of applicable federal, provincial, and local laws relating to consumer collections. Familiarity with financial products and services, ideally within banking, lending, or consumer credit. Understanding of collection practices, repayment strategies, account resolution, and loss mitigation principles. Awareness of competitive market conditions and trends in financial product offerings. Good verbal and written communication skills, with the ability to explain financial information clearly and professionally. Strong organizational skills and attention to detail, particularly when managing transactions, documentation, and customer account information. Good analytical and problem-solving abilities, including the capacity to assess account situations and determine appropriate actions. Effective collaboration and teamwork skills, with the ability to coordinate with internal departments and escalate issues appropriately. A customer-focused mindset, demonstrating empathy, professionalism, sound judgment, and the ability to handle sensitive financial conversations. Ability to manage competing priorities, follow documented procedures, maintain confidentiality, and make decisions within established authority limits. Willingness to learn new processes, remain current with regulatory expectations, and contribute to continuous improvement. Work arrangement: Remote, with the listed opportunities covering multiple Canadian provinces and territories. Confirm the specific eligible location and any applicable residency requirements with the hiring team. Benefits Annual salary range: CAD $35,500–$65,000, depending on location, skills, experience, education, and qualifications. Compensation structure: Salaried position. The original posting notes that compensation may include a commission structure where applicable. Performance incentives: The total compensation package may include performance-based incentives, discretionary bonuses, and other rewards, depending on the position's compensation arrangement. Healthcare coverage: Health insurance is included in the benefits offering. Insurance protection: Accident and life insurance are listed among the available benefits. Retirement planning: Retirement savings plans are offered. Education support: Tuition reimbursement is available, subject to the applicable program terms. Learning and development: Training, coaching, and manager support are described as resources for professional development and career growth. Remote work: The position is listed as remote across multiple Canadian locations. Additional benefits: Eligibility, coverage details, and any other perks may vary. Confirm the applicable benefits package and conditions with the hiring team.