KEY PURPOSE:

• The client representative collection team is a specialist responsible for working with customer service that makes outbound collection calls, sends emails and letters to accounts. Collections agents ensure that they proactively resolve customer issues and concerns to prevent future overdue account status and service interruptions
• The client representative collection team is also responsible for resolving overdue account collections in accordance with procedures, standards and practices

MAIN RESPONSIBILITIES:

• Display empathy, remain polite and sensitive without lacking confidence while negotiating payoff deadlines on outstanding accounts
• Run invoices, statements and reconciliations for accounts
• Find and implement the correct, unique solution for each customer account
• Manage complex collections cases while being very attentive to customer details
• Provide account follow up for Pre-Authorized Payment (PAP) flagged with expired and declined payment methods
• Outbound call customers for account resolution

RESULTS OR OUTCOMES

• Client queries and needs are understood and effectively responded to according to established procedures, practices and standards
• Client concerns, complaints, billing issues are addressed at the first point of contact or forwarded to the appropriate department for resolution. Concerns are addressed proactively reducing the incidence of client call-backs
• Service orders are initiated and processed and account information/records are maintained in an accurate and timely manner

KEY JOB REQUIREMENTS:

Skills & Knowledge

• Customer service procedures and practices
• Products and services for residential, small business, and commercial clients
• To review, analyze client needs and identify/provide appropriate client options/solutions; handle service and billing-related enquiries, discrepancies and issues
• Job related systems and databases
• Common business software applications

Effort

• Handle high volume of outbound calls
• Attentive listening and focusing on the monitor while investigating accounts in collections

Responsibility

• To outbound call customers and triage customer accounts within commercial and small businesses
• To issue and process service orders, knowledge of TELUS products and services and handle related issues and queries
• To apply discretion and judgment within established procedures, practices and standards to ensure agreed-upon client expectations are met

Working Conditions

• Call centre environment
• To handle a variety of challenging client interactions

Qualifications

• Successful experience in a customer service/call center environment
• Ability to present a professional image and communicate effectively
• Aptitude for customer service
• Excellent written skills (replying to customer email inquiries, making clean data entry updates)
• Skilled in Google Suite (Meet, Drive, Gmail) and Microsoft Software’s (Outlook, Excel, Word)
• Ability to multitask in a fast paced environment
• Must possess keyboarding skills
• Maintain a high degree of accuracy and attention to detail
• Ability to effectively compile information, analyze data and make sound judgments
• Be willing and able to work various shifts including evenings, weekends and statutory holidays, based on business needs
• Must possess Personal Computer navigational skills
• Demonstrated professional oral and written communications skills
• Self-motivated, work well with minimal or no direct supervision
• Ability to work within a team
• Ability to effectively handle both favorable and unfavorable customer interactions
• Demonstrated ability to identify problems and situations, take appropriate action, implement solutions or escalate as required
• Ability to work effectively in a team environment and collaboratively with other departments
• Maintain a high level of performance under the pressure of time constraints and a fast-paced changing environment
• Demonstrated ability in planning and organizing to meet scheduled deadlines
• Commit to continuous learning. Demonstrate the ability to learn and apply learned skills to related situations and complete and pass all related exams

OTHER:

• Performs other functions as assigned which do not affect the value of the job
• The starting wage for the position is $21.00 per hour
• In your first calendar year of employment your vacation will be prorated and you’ll have vacation available once your probation period is complete (3 months) Thereafter, you will be entitled to 15 days of paid vacation each year
• As a regular part-time employee benefits start right away