Bilingual Account Specialist, Collections - Flexiti Call Centre (Remote Capable)

Growth at our company:

“I started as a Customer Service Representative for the Internet Lending product at Cash Money Head Office in 2014. I was promoted to Internet Lending Team Lead in 2016, and promoted again to Supervisor for the Opt MasterCard team. In September 2021, I decided to apply to a newly created Call Center Recruiter role and moved over to Corporate.  I now am part of the growing CURO Talent Acquisition Team!”

~ Usama Hafeez, Call Center Recruiter – Canada

“I started as a Customer Service Representative for Cash Money Head Office in 2016. I was working under Internet Lending and then cross trained between Opt MasterCard and LendDirect. In 2017, I was promoted to LendDirect Team Lead and then shortly after in 2018, I was promoted to Supervisor for LendDirect. CURO Financial acquired Flexiti Financial in 2021 and that is when I applied, interviewed, and hired to be their Credit Supervisor!”

~ Asad Hussain, Flexiti Credit Supervisor – Canada

Flexiti is on a fast growth trajectory as the result of our product’s past success in retail financing and future actionable opportunities to further our growth and Vision of becoming Canada’s no.1 retail financing provider.

We are seeking a Bilingual (French) Account Specialist, Collections to join the team. You will be responsible for providing exceptional service experiences to our customers. You will manage customer concerns, settle disputes, and resolve customer discrepancies all while maintaining and deepening our relationships with customers to maintain client loyalty. The right person will have good judgement, high emotional intelligence, and the ability to problem-solve and influence to find a mutually beneficial solution.

You will have flexibility to work from home with the expectations that you will need to attend events and training at our contact center location as needed. Details around the remote working program at Flexiti will be shared with you as part of the recruitment process. The expected start date will be Monday September 11, 2023.

Hours of Operations: Monday - Thursday 8:00am to 10:30pm, Friday 8:00am to 8:00pm, Saturday 9:00am to 5:00pm EST (Rotational Shifts)

What you will be doing:

• You will work with our customers to determine the appropriate repayment options.
• Accurately document each call in the system according to notation guidelines and update account information.
• Use effective communication skills to ensure a balance between the customers experience and Flexiti’s interests in accordance with our standards and policies.
• Support the achievement of assigned financial targets and KPIs results through effective problem identification and resolution of client accounts.
• You will continue to maintain a high level of product and procedural knowledge in order to provide professional, courteous financial counseling to affect optimal recoveries.
• Identify and/or support initiatives to enhance client's collections experience.

Why you would love to work here:

• The opportunity to be a part of an award-winning, fast-growing company which was ranked among Canada’s Top Growing Companies for the fourth year in a row in 2022!
• A comprehensive Total Rewards Program including potential bonus incentives, competitive compensation, and a company Group RRSP program.
• Full benefits eligibility on DAY 1. Includes employer paid health and dental coverage.
• Paid, best-in-class, trainer-lead, remote training beginning on your first day.
• Our innovative culture promotes on-going learning opportunities with training and mentorship.
• We’ve reduced our physical corporate office footprint, reflecting our commitment to be remote/hybrid first.
• Using an online booking system, our team members are still able to use the Toronto office and local branches to meet and collaborate.
• Optional Employee Advances which are processed through the KOHO Financial Instant Pay service. (Ask us more about this!)
• We provide all the computer equipment for you to perform your job and set-up support.

What you should have:

• You have at least 6 months of call centre experience, preferably in a collection’s environment.
• An understanding of credit cards and how billing cycles work.
• Excellent oral and written communication skills. Must be bilingual - French.
• You have a knack for managing customer concerns, settling disputes, and resolving customer discrepancies and creating deep relationships to help avoid future issues.
• You have the willingness and desire to learn from the best in the industry and apply your learnings to support your customers throughout the customer lifecycle.
• You can work in a quiet, private place in your home where you can work without background noise (trust us, you'll appreciate the quiet).
• Ability to hardwire (Ethernet) your company provided equipment directly to your home router.
• You must be able to work full-time based on their assigned shift, including having the flexibility and willingness to work rotational shifts based on business needs and special circumstances.
• Strong knowledge of PCs, and proficiency in MS Word, Excel, and Outlook are an asset.
• Flexibility to work in a fast-paced, changing environment with tight deadlines.
• Must be able to meet the minimum work-from-home requirements, including hi-speed internet in your home (min. 50 Mbps download & 10 Mbps upload speeds), must be hardwired to your home modem using the provided ethernet cable, and a quiet workspace.
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Key Words: Customer Service, Call Center, Financial Services, Retail, Credit Cards, Bank Teller, French, Collections, Recovery