Collections and Customer Service Equipment Leasing

Responsibilities:

• Promptly notify customers on the assigned task list of past due monthly lease or loan payments through daily calls, emails, letters, SMS texts, and collect past due payments to restore the account's good standing.
• Advise customers on necessary actions and negotiate debt repayment, frequently following up for payment commitments as per company process guidelines.
• Take ownership of your results.
• Ensure compliance with all federal and provincial procedures related to the role, as well as established company policies and procedures.
• Solve problems and tactfully manage confrontational or stressful interactions, efficiently deescalating complaints while treating customers with integrity.
• Possess knowledge of financial contract terms required to effectively communicate with customers and enforce contracts.
• Understand Equifax reports and general business information presented to you.
• Diligently work through assigned NSF reports and A/R reports.
• Make detailed notes on each customer file and efficiently utilize follow-up systems to ensure effective time management and continuity in the event of absence.
• Maintain a watch list of files that may result in defaulted leases and assign them to the Senior Collector.
• Regularly meet with the supervisor to review accounts and progress, ensuring AR delinquency is within tolerance levels.
• Calculate payouts, past due balances, including late charges and past due interest.
• Respect and follow processes and procedures of various originators when dealing with customers.
• Escalate any queries beyond the scope of individual empowerment to management.
• Work independently within a team to ensure service levels are met and assist team members when needed.
• Meet bi-weekly with the manager and team to review accounts and progress.
• Perform other duties and special projects as management may require.

Knowledge, Skills, and Experience Required:

• Strong English skills, both written and oral.
• Postsecondary education and a minimum of five years of collections experience in a commercial/consumer industry.
• Proficient computer skills, including Microsoft Office and Excel applications, email, and basic internet usage.
• Ability to interpret Equifax credit reports.
• Excellent organizational and time-management skills with meticulous attention to detail.
• Strong persuasion, negotiation, problem-solving, and conflict resolution skills.
• Strong interpersonal and internal customer service skills.
• Ability to understand your customer and solve problems effectively.
• Ability to calculate figures and amounts such as interest and percentages.
• Ability to work well under pressure, meeting tight deadlines in a timely manner.
• Ability to prioritize, manage multiple tasks efficiently with little direct guidance, rapidly adapt to a changing environment, and possess strong work ethics.
• A team player who can work independently.

FSIN