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About the Role

The Client Payments Specialist is responsible for identifying and recovering past due payments within a portfolio of residential and commercial mortgages. This role conducts collection activities to bring accounts up to date promptly, by proposing and negotiating solutions tailored to client situations. This role is essential for managing the Bank's delinquent accounts while maintaining a high level of customer service.

Responsibilities

Complete outbound and inbound collection activities, using a variety of communication methods and collection tools, within stipulated timelines in a professional manner and in accordance with debt collection practices and privacy regulations.
Establish and record reason for past due accounts; recognize consumers at risk and identify possible solutions to assist.
Negotiate payment arrangement(s) to bring accounts current and recognize customers requiring extra assistance.
Refer accounts for recommended commencement of legal action once all required collection steps have been taken and within timelines set by management.
Meet expectations according to outlined quality criteria, compliance, and service standards while interacting with customers.
Maintain detailed and accurate notes of all correspondence, payment arrangements, communications, and matters of interest on system(s).
Update mortgage system with any information pertaining to client or loan.
Work with other teams as required to ensure satisfactory collection, breach resolution, and/or loan servicing.
Understand and follow policies, guidelines, and procedures.

Requirements

A diploma program in a related discipline or 2 years of demonstrated collections experience.
Knowledge of commercial and residential lending products, related legal terminology, and provincial and federal legislations.
Ability to multi-task by navigating various systems while communicating with customers.
Strong active listening skills with the ability to engage with the customer.
Strong communication, problem solving, and negotiation skills.
Ability to show empathy yet remain firm; must be sensitive and able to handle difficult situations as the norm.
Must be self-motivated with the ability to complete critical tasks independently, with a sense of urgency.
Strong interpersonal and communication skills – written and oral.
Knowledge of PPlus and Collector systems are an asset.
Computer literate (MS Outlook, MS Word, Excel).
Strong attention to detail with an eye for accuracy.
Strong organizational skills.
Bilingual (French) is required.
Successfully pass a criminal background check and credit check.

Skills

Active listening
Communication
Problem solving
Negotiation
Empathy
Interpersonal skills
Attention to detail
Organization

Location

Canada

Work Type

Full-time
Permanent

Experience Level

2 years of demonstrated collections experience

Education Level

Diploma program in a related discipline

Salary/Compensations

$58,000 - $58,000

Benefits

Competitive discretionary bonus
Market leading RRSP match program
Medical, dental, vision, life, and disability benefits
Employee Share Purchase Plan
Maternity/Parental top-up
Generous vacation policy and personal days
Virtual events to connect with colleagues
Professional development and comprehensive Career Development program

About the Company

Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking.
Our team is made up of inquisitive and agile minds that find smarter ways of doing things.
We are a big (and growing!) family. Overall we serve more than 800,000 people across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years.
Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members.
Together we have over $142 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives.
Our customers have named our EQ Bank digital platform (eqbank.ca) one of the top banks in Canada on the Forbes World's Best Banks list since 2021.

Equal Opportunity

Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone’s diverse experiences and perspectives.
We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond.
All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire.
While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.