This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Bilingual Account Specialist – Medium Value based in Canada.
We are seeking a customer-focused, bilingual Account Specialist to support customers with medium-risk delinquent accounts in a remote banking environment. In this role, you will help customers understand their payment options and identify practical solutions that align with their financial circumstances. You will combine relationship management, problem-solving, and collections expertise to support positive customer outcomes while minimizing financial losses. Working closely with internal teams, you will help resolve complex account situations and ensure transactions are handled accurately and efficiently. You will also contribute to process improvements, share knowledge, and support colleagues in achieving service and collections objectives. This opportunity is ideal for a professional who communicates with empathy, exercises sound judgment, and thrives in a structured, service-oriented environment.
Accountabilities
-
Review and evaluate delinquent, medium-risk accounts to identify appropriate collections opportunities and determine suitable resolution strategies.
-
Contact customers to gather relevant information, explain account status, and discuss current and future payment arrangements.
-
Provide professional, responsive customer service while building trust and maintaining productive customer relationships.
-
Recommend payment strategies, loan modification options, and other appropriate solutions based on customer needs and established procedures.
-
Manage incoming calls, process transactions, document customer interactions, and ensure requests are completed accurately.
-
Apply established loss mitigation procedures to resolve delinquent and high-risk accounts, helping minimize losses and identify alternatives to default or foreclosure where applicable.
-
Analyze account information, identify issues, recommend next steps, and escalate complex or unresolved situations to management when necessary.
-
Collaborate with internal departments and relevant business groups to address customer needs and support the effective functioning of the collections lifecycle.
-
Serve as a knowledgeable resource for collections colleagues by sharing expertise, supporting coaching and training, and contributing to quality reviews where required.
-
Maintain up-to-date knowledge of collections practices, relevant regulations, products, services, and industry developments.
-
Identify opportunities to improve operational efficiency, follow established policies and procedures, and safeguard confidential customer and organizational information.
-
Apply sound risk management principles and ensure all activities comply with applicable laws, regulations, internal policies, and approved risk guidelines.
Requirements
-
Typically, 2–3 years of relevant professional experience, with a post-secondary degree in a related field preferred, or an equivalent combination of education and experience.
-
Bilingual communication skills appropriate for supporting customers in both required languages; the specific language pair should be confirmed with the hiring team.
-
Knowledge of consumer collections practices and applicable federal, provincial, and local laws and regulations.
-
Familiarity with financial products and services, payment solutions, and the competitive landscape for consumer banking offerings.
-
Strong verbal and written communication skills, with the ability to explain financial information clearly and handle sensitive customer conversations professionally.
-
Good organizational skills and attention to detail, particularly when managing account information, documentation, transactions, and multiple customer requests.
-
Analytical and problem-solving abilities, including the capacity to assess account circumstances, evaluate options, and make informed recommendations.
-
Strong collaboration and teamwork skills, with the ability to work effectively with colleagues and internal stakeholders.
-
Customer-focused judgment, empathy, discretion, and the ability to maintain confidentiality when handling sensitive financial information.
-
The ability to follow established procedures, manage competing priorities, recognize risk, and escalate complex cases appropriately.
-
Comfort working in a remote environment and adapting to evolving processes, policies, and business priorities.
Benefits
-
Salary range: CAD $40,500–$80,000 annually, depending on factors such as location, experience, education, skills, and qualifications.
-
Potential incentives: Performance-based incentives, discretionary bonuses, or other rewards may be available depending on the compensation structure and role eligibility.
-
Health coverage: Health insurance is included in the benefits offering.
-
Insurance protection: Accident and life insurance may be available.
-
Retirement savings: Access to retirement savings plans.
-
Learning and development: Tuition reimbursement, training, coaching, and opportunities to expand professional skills.
-
Remote work: The position is listed as remote in Canada, with eligible locations to be confirmed during recruitment.
-
Additional rewards: The overall compensation package may include other perks and benefits, depending on eligibility and employment terms.