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About the Role
ESC Corporate Services Ltd. is seeking a Recovery Service Operator & Redemption Representative to manage customer and client interactions, coordinate appointments, and ensure accurate redemption processes, contributing to the company's continued growth.
Responsibilities
- Serve as the first point of contact by answering incoming calls, greeting callers professionally, identifying needs, and providing solutions
- De-escalate challenging situations and resolve issues independently or redirect inquiries appropriately
- Collaborate with Recovery Representatives to obtain required documentation for redemption appointments
- Manage and coordinate the in-house redemption calendar, including scheduling and facilitating appointments
- Ensure all redemption paperwork is completed accurately and company obligations are met
- Follow established recovery processes and apply all applicable rules and compliance standards
- Support corporate quality control and continuous improvement initiatives
- Perform administrative and quality-related tasks as required
Requirements
- Post-secondary education and a background in Collections
- 3+ years of customer service experience (ideally within Collections), with proven ability to handle difficult conversations and de-escalate conflict
- Strong reading comprehension and basic mathematical skills
- Excellent verbal and written communication skills with professional telephone etiquette
- Ability to think quickly, stay calm under pressure, and manage tight deadlines
- Strong attention to detail, organizational skills, and sound judgment
- Proficiency with Windows, Microsoft Outlook, Word, Excel, and general office equipment
Skills
- Customer service
- Collections
- Call handling
- Appointment coordination
- Redemption processes
- De-escalation
- Problem-solving
- Documentation management
- Compliance standards
- Quality control
- Administrative tasks
- Reading comprehension
- Mathematical skills
- Verbal communication
- Written communication
- Telephone etiquette
- Time management
- Attention to detail
- Organizational skills
- Judgment
- Microsoft Outlook
- Microsoft Word
- Microsoft Excel
Location
- Etobicoke, Ontario
Work Type
- Full-time
- Permanent
- Hybrid
Experience Level
- 3+ years of customer service experience
Education Level
- Post-secondary education
Salary/Compensations
- $49,500 - $60,500
Benefits
- Competitive salary and benefits package
- Hybrid work schedule
- Career development opportunities
- Education support
- Recognition programs
About the Company
- ESC Corporate Services Ltd. is an experienced provider of solutions uniting public records data, customer authentication, corporate services, collateral management, asset recovery, and accounts receivable management.
- ESC is a wholly owned subsidiary of ISC, the leading provider of registry and information management services for public data and records.
- ISC is the partner of choice for governments and private sector organizations seeking solutions across the information management spectrum.