Advisor, Credit & Collections Job at Cogeco Connexion Inc
Notre culture vous élève - il n'y a pas d'ego sur le chemin. Notre objectif commun? Nous voulons tous gagner pour nos clients. Nous visons à être toujours évolutifs, dynamiques et ambitieux. Nous croyons au pouvoir des connexions authentiques. Chaque employé fait partie de ce qui nous rend uniques sur le marché: agiles et dévoués.
Time Type:
Régulier
Job Description :
In accordance with established procedures, policies, code of ethics and available resources, the incumbent is responsible for the proactive and timely collection of delinquent accounts and the effective application of the credit and collection treatments managed through the Collection Department for all Ontario systems. The incumbent must offer professional customer service, responses, and alternatives adapted to the customer’s needs and ability to pay. The incumbent must take the necessary measures to protect the company’s revenue while promoting, within reason, customer retention.
This is a part-time opportunity.
RESPONSIBILITIES:
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Makes routine outbound/inbound telephone calls to delinquent customers using auto dialer or dialling manually. Asks for payment commitment of outstanding balance and negotiates with the customer to obtain the total amount due. Works with customers to determine solutions to resolve delinquency.
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Review, analyze, and determine course of action to resolve delinquent status.
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Investigate discrepancies on accounts and details proposed actions, promises, proposals with follow-up dates duly noted and followed to manage credit exposure.
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Ensures account information is accurate and current.
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Approves/denies and recommends payment arrangement requests generated by all customer contact channels that fall outside policy.
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Collect delinquent accounts with a focus on customer retention while trying to avoid, within reason, the cancellation of the subscription.
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Assumes all other tasks and duties as related to Credit and Collection as per business needs, agents may be asked to cross train for additional skills to assist teams with back up if needed. The expectation of this position is agents are flexible and able to balance multiple skills at the same time maintaining their expected key performance indicators.
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To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer and company needs.
ACADEMIC TRAINING:
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College Diploma or combination of equivalent education and experience.
WORK EXPERIENCE:
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3 years relevant experience in customer service and/or collections/credit environment that involved multiple contacts with varied clientele.
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Previous experience and knowledge of using an auto-dialer.
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Proficient in Google Workspace application tools and a Microsoft Windows environment.
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Sound knowledge of accounting principles and procedures.
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Prior experience and knowledge of Collection systems is an asset.
SPECIFIC COMPETENCIES:
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Excellent communication skills (written and verbal). Bilingualism (E/F) is an asset.
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Strong interpersonal skills with a winning customer service attitude, professional demeanour and phone etiquette.
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Politely assertive, thrives on negotiation and customer interaction.
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Superior judgement and problem-solving skills.
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Proficient in using an auto-dialer system.
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Results oriented and excels in bringing in payments.
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Excellent organization skills – with ability to handle a large volume of accounts in a fast-paced deadline oriented environment
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Strong organizational and analytical skills. Detailed oriented and able to analyze and troubleshoot account issues.
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Self-motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.
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Team player and “can do” positive attitude. Open to change with a learning attitude towards work.
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General understanding of broadband, telecom, cable and internet industries is an asset.
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Flexibility to work extended and/or evening hours and Saturdays as required.
Location :
Burlington, ON
Company :
Cogeco Connexion Inc
Chez Cogeco, nous savons que des origines, des points de vue et des croyances différentes peuvent apporter une valeur inestimable à notre entreprise. Cette diversité renforce notre capacité à imaginer, à innover et à nous développer en tant qu'entreprise. Nous nous engageons donc à faire tout ce qui est en notre pouvoir pour créer un milieu d'appartenance plus diversifié et inclusif.
En créant une culture où tous nos collègues peuvent donner le meilleur d'eux-mêmes au travail, nous faisons notre part pour construire un lieu de travail et un monde plus équitables. Du développement professionnel à la sécurité personnelle, Cogeco s'efforce constamment de créer un environnement qui accueille et enrichit tout le monde. Nous faisons de la santé et du bien-être de nos collègues l'une de nos plus grandes priorités, car nous savons que des employés engagés et appréciés sont synonymes d'une meilleure expérience globale pour nos clients.
En créant une culture où tous nos collègues peuvent donner le meilleur d'eux-mêmes au travail, nous faisons notre part pour construire un lieu de travail et un monde plus équitables. Du développement professionnel à la sécurité personnelle, Cogeco s'efforce constamment de créer un environnement qui accueille et enrichit tout le monde. Nous faisons de la santé et du bien-être de nos collègues l'une de nos plus grandes priorités, car nous savons que des employés engagés et appréciés sont synonymes d'une meilleure expérience globale pour nos clients.
Si vous avez besoin de mesures d'adaptation, quelles qu’elles soient, en ce qui concerne notre processus de recrutement, veuillez nous contacter en toute confidentialité à
inclusiondiversity@cogeco.com
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