Note: The job is a remote job and is open to candidates in USA. Imperial PFS Canada is one of North America’s top insurance premium financing companies, seeking a Bilingual Collection Associate. The role involves providing legendary customer service to agents and insured customers, processing correspondence, and managing collections in a timely manner.
Responsibilities
- Provide Legendary Service to all Customer inquiries (external and internal) by responding promptly and thoroughly to all requests
- Respond to telephone inquiries from insurance brokers, insurance carriers and insured Customers regarding premium finance accounts. Properly document call conversation on each specific accounts
- Contact clients in concerns to arrears and to make suitable repayment options to bring the loan out of delinquency
- Work with our clients and brokers to understand the reason for arrears to understand client’s financial situation to ensure that cure solutions are suitable for the client
- Ensure notes and actions are placed on the account for each client contact
- Complete appropriate recommendations for loan losses and write-off
- Ensure the maintenance of arrears reports, and the prompt handling of customer correspondence and messages
- Qualify and review bad debt accounts to be assigned to 3rd party collections or legal recovery
- Maintain a high level of product knowledge in order to provide professional and courteous guidance to clients
- Participate in working groups to share feedback on process and workflow improvements to advance the arrears management
- Assist brokers with understanding and utilizing our financial products and services
- Communicate internally with Sales, Service, and finance as appropriate
- Request generation of manual notices in the absence of system-generated notices
- Appropriately route requests for research and resolution of account transaction issues
- Develop and maintain knowledge of tools used by our Customers, including our website, and available payment options. Effectively communicate the applicable features and benefits and provide training on their usage
- Be knowledgeable of IPFS Premium’s Best Practices and review procedural changes to ensure compliance with the organizations policies and procedures
- Carry out any general task at the request of the management team that may be required by their function
Skills
- At least 1+ years of prior experience in at least one of the following core areas: call Centre, customer service, collections, or consumer loan industry
- Excellent oral and written communication skills for consistent collection calls
- Good math skills with the ability to perform basic calculations quickly
- Strong organizational and time management skills
- Bilingual French and English
- Ability to adapt in a fast-paced environment
- Ability to use initiative and good judgment in a decisive but fair manner in order to resolve delinquent situations
- Results oriented, diplomatic, and adept at building customer relations
- Excellent problem-solving and negotiation skills
- Ability to work closely with others in a team-oriented environment. Strong written and verbal communication skills
- Knowledge of financial services industry and lending products. Computer literacy in Microsoft Office (Word, Excel and PowerPoint) and Outlook a must
- Exceptional customer service and contact management skills
- Positive attitude, highly motivated, ability to work independently in a team environment
Benefits
- Comprehensive paid training program
- Employee Assistance Program
- Gym membership subsidies
- Registered Retirement Savings Plan: (RRSP) with matching employer contributions
- Company lunches
- Corporate outings
- Insurance benefits include medical, prescription, dental, vision, group term life, AD&D, private duty nursing, paramedical services
Company Overview
Imperial PFS Canada (formerly SNAP Premium Finance) is your fast, fair & friendly payment solutions partner offering nationwide programs for commercial and personal line policies. It was founded in 2012, and is headquartered in Vancouver, British Columbia, CAN, with a workforce of 11-50 employees. Its website is https://www.snap4insurance.com.
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