Accountabilities:

The Collections Agent – High Value At Risk (HVAR) will manage complex customer accounts by applying advanced collections strategies, assessing risks, and developing solutions that support both customer relationships and portfolio protection.

• Manage high-value at-risk accounts by applying collection policies, procedures, and negotiation techniques to minimize financial losses.
• Engage customers in constructive discussions to understand financial challenges and develop appropriate repayment solutions.
• Analyze account details, financial information, and customer circumstances to determine the best course of action.
• Apply knowledge of secured and unsecured lending products, collection practices, privacy requirements, and applicable regulations.
• Handle sensitive customer interactions with professionalism, empathy, and strong conflict resolution skills.
• De-escalate challenging conversations while maintaining a service-oriented approach and protecting customer relationships.
• Identify potential financial, legal, compliance, and reputational risks and escalate issues when appropriate.
• Conduct customer interviews and maintain accurate financial, demographic, and account documentation.
• Provide guidance on available options and solutions while balancing business objectives and customer needs.
• Collaborate with internal teams and stakeholders to improve account outcomes and operational effectiveness.
• Share best practices, contribute to process improvements, and recommend enhancements to collection strategies.
• Maintain confidentiality, security standards, and compliance with organizational policies and procedures.
• Support additional projects and responsibilities as required.

Requirements:

The ideal candidate is an experienced collections professional with strong analytical abilities, communication skills, and the capacity to manage complex customer situations independently.

• Experience in collections, financial services, account management, or a related field.
• Strong understanding of collection processes, procedures, and risk mitigation practices.
• Knowledge of secured and unsecured lending portfolios.
• Familiarity with privacy legislation, collection regulations, and compliance requirements.
• Strong negotiation, problem-solving, and decision-making skills.
• Excellent verbal and written communication abilities with a professional telephone manner.
• Ability to analyze customer situations, identify root causes, and recommend effective solutions.
• Experience using financial services systems and business applications such as Microsoft Office tools.
• Knowledge of banking systems and collection platforms is an asset.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong attention to detail, organization, and documentation skills.
• Ability to manage difficult conversations while maintaining professionalism and customer focus.
• Flexibility to work rotating schedules, including evenings and weekends.

Benefits:

• Competitive salary range of $43,200–$80,300 CAD annually.
• Fully remote work opportunity for Canada-based employees.
• Flexible work schedule with rotating shifts.
• Comprehensive benefits package including health, dental, and life insurance coverage.
• Retirement savings plan options.
• Tuition reimbursement opportunities.
• Paid time off and employee support programs.
• Inclusive and collaborative work environment focused on professional growth.
• Access to training, coaching, and development opportunities.
• Opportunity to build expertise in financial services, collections, and risk management.