Recovery Service & Redemption Representative - ESC
Information Services Corporation ISC · CA
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About the Role
ESC Corporate Services Ltd. is seeking a Recovery Service Operator & Redemption Representative to support its continued growth. This role serves as the primary point of contact for customers and clients, ensuring professional call handling, seamless appointment coordination, and accurate redemption process execution.
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
- De-escalation
- Communication
- Telephone etiquette
- 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 that delivers 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.
- ISC is the leading provider of registry and information management services for public data and records.
- ISC excels at delivering value to government, industry, and the community.
- ISC is the partner of choice for governments and private sector organizations seeking solutions across the information management spectrum.
Equal Opportunity
- We are committed to creating a supportive, inclusive, and engaging environment where people can thrive.