Account specialist - Medium Value

Accountabilities: Review and evaluate delinquent and medium-risk accounts to identify appropriate collection opportunities and repayment strategies. Deliver responsive, professional customer service that builds trust, strengthens relationships, and supports positive customer outcomes. Contact customers to gather information required to manage their applications and ensure they understand the status of current and upcoming payments. Assess customer needs and recommend suitable payment arrangements, collection strategies, and available financial solutions. Apply established loss mitigation procedures to resolve delinquent and non-performing accounts while minimizing financial losses. Handle incoming customer calls efficiently, providing accurate information and clear guidance on account status, payment options, and next steps. Prepare customer communications, process transactions, and coordinate with internal stakeholders to ensure requests are completed accurately. Build strong working relationships with customers and identify opportunities to maintain long-term, productive relationships. Serve as a knowledgeable support resource for consumer collections teams, offering guidance, coaching, and assistance with tools and procedures. Analyze account data and customer information to identify issues, provide insights, and recommend appropriate actions. Manage transactions arising from customer interactions and refer requests to the relevant internal business groups when necessary. Handle escalated cases from customers or colleagues, resolving complex issues within established authority limits and referring matters to management when appropriate. Maintain complete and accurate documentation, ensuring customer requests and account activities are properly recorded. Support the collections lifecycle by helping implement loss mitigation solutions, including loan modifications and other alternatives to default or foreclosure where applicable. Follow documented policies, procedures, and regulatory requirements while maintaining the confidentiality of customer and financial information. Stay informed about collections practices, industry trends, financial products, and applicable consumer collections regulations. Identify opportunities to improve processes, increase operational efficiency, and strengthen the overall customer experience. Apply risk management principles and make informed decisions that protect organizational assets while aligning with business objectives and regulatory obligations. Requirements Typically 2–3 years of relevant professional experience in collections, customer service, banking, 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. Good knowledge of applicable federal, provincial, and local laws relating to consumer collections. Good understanding of financial products and services, ideally within banking, lending, or consumer credit. Familiarity with collection strategies, delinquent account management, repayment arrangements, and loss mitigation practices. Awareness of market trends and developments in financial products and services. Good verbal and written communication skills, including the ability to discuss sensitive financial situations professionally and empathetically. Strong organizational skills and attention to detail when managing customer information, transactions, and documentation. Good analytical and problem-solving skills, with the ability to assess account situations and determine appropriate next steps. Effective collaboration and teamwork skills, including the ability to support colleagues and coordinate with internal departments. Customer-focused approach, demonstrating patience, professionalism, discretion, and a commitment to finding appropriate solutions. Ability to manage competing priorities, work within established procedures, and handle complex tasks or escalations appropriately. Commitment to protecting confidential information and following relevant policies, risk management standards, and regulatory requirements. Willingness to contribute to continuous improvement and maintain up-to-date knowledge of collections practices. Work arrangement: Remote position available in eligible Canadian provinces and territories. Confirm location eligibility and any specific work requirements with the hiring team. Benefits Annual salary range: CAD $40,500–$80,000, depending on location, skills, experience, education, and qualifications. Compensation structure: Salaried position. The original posting notes that a commission structure may apply, depending on the role's compensation arrangement. Performance incentives: The overall compensation package may include performance-based incentives, discretionary bonuses, and additional rewards. Healthcare: Health insurance is included in the broader benefits offering. Insurance protection: Accident and life insurance are listed among the available benefits. Retirement savings: Retirement savings plans are offered. Education support: Tuition reimbursement is available, subject to the applicable program terms. Training and development: Coaching, training, and manager support are available to help employees build their skills and develop professionally. Remote work: The position is advertised as remote across multiple Canadian provinces and territories. Additional details: Specific healthcare coverage, retirement contribution arrangements, paid leave, and eligibility conditions are not fully detailed in the original posting. Confirm the applicable benefits package with the hiring team.