Customer Payments Specialist, Bilingual

Join a Challenger

Being a traditional bank just isn’t our thing, so we challenge ourselves to get creative in providing innovative banking solutions for Canadians.

How do we get there? With a talented team of inquisitive and agile challengers that break through the status quo. So, if you’re passionate about redefining the future of banking—while having fun—this could be your next big opportunity.

Our company continues to grow, and today we serve more than 780,000 customers across

Canada through Equitable Bank,Canada'sChallenger 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 $138 billionin 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 () one of the top banks in Canada on the Forbes World's Best Banks list since 2021.

The Customer Payments Specialist is responsible fortheidentification andcollectionof delinquent paymentsina portfolio of residential and commercial mortgages.

They conduct collection activities to bring accounts up to date as quickly as possible, negotiating and employing solutionsapplicable to customer circumstances.

The Customer Payments Specialist is key in managing the Bank’s delinquencies while maintaining customer service values.

• Completeoutbound and inbound collectionactivities, using a variety of communication methods and collection tools,withinstipulatedtimelinesinaprofessional manner and in accordancewithdebt collection practices and privacy regulations.
• Establish and record reason for past due accounts; recognize consumers at risk and identify possible solutions to assist.
• Negotiatepayment arrangement(s) to bring accounts current and recognize customers requiring extra assistance.
• Referaccountsforrecommendedcommencement of legal action once all required collection steps have beentaken and within timelines set by management.
• Meet expectationsaccordingto outlinedquality 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 otherteamsas required to ensure satisfactory collection, breach resolution,and/orloan servicing.
• Understand and follow policies, guidelines,and procedures.

• Adiploma program in a related disciplineor2 years ofdemonstratedcollections 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,andnegotiationskills.
• Ability to show empathy yet remainfirm; must be sensitive andable tohandle difficult situations as the norm.
• Must be self-motivated with the ability to complete critical tasksindependently, with a sense of urgency.
• Strong interpersonal and communication skills – written and oral.
• Knowledge of PPlus and Collectorsystems are an asset.
• Computer literate (MS Outlook, MS Word, Excel).
• Strong attention to detail with an eye for accuracy.
• Strong organizationlskills.
• Bilingual(French) is required.

💰 Competitive discretionary bonus

✨ Market leading RRSP match program

🩺 Medical, dental, vision, life, and disability benefits

📝 Employee Share Purchase Plan

👶🏽 Maternity/Parental top-up while you care for your little one

🏝 Generous vacation policy and personal days

🖥 Virtual events to connect with your fellow colleagues

🎓 Professional development and comprehensive Career Development program

💛 A fulfilling opportunity to join one of the top Fin Techs and help create a new kind of banking experience

The incumbent will be working hybrid and in office time will be spent working from Equitable Bank’s…