Bilingual Pre-Delinquency Contact Center Agent

About This Opportunity

Our talent team is representing a confidential financial services organization seeking a Bilingual Pre-Delinquency Contact Center Agent to join their remote team in Canada. This role focuses on proactive customer engagement, account management, and providing expert guidance to customers navigating payment strategies and financial solutions.

You'll work remotely, building trust with customers through responsive service while managing delinquent and high-risk accounts. This position requires strong negotiation skills, analytical thinking, and the ability to balance customer advocacy with organizational objectives.

Responsibilities

• Contact customers proactively to discuss account status, payment options, and financial solutions that meet their needs
• Handle incoming calls professionally, probing to understand customer situations and providing collections-related advice
• Execute established loss mitigation processes for non-performing and high-risk accounts, developing action plans to maximize recovery
• Build rapport and credibility with customers as a trusted advisor on payment strategies and account management
• Review and evaluate delinquent accounts, analyzing data to determine probability of collection and recommend appropriate solutions
• Utilize negotiation skills to reach mutually beneficial payment arrangements while adhering to regulations and guidelines
• Process transactions, send customer communications, and coordinate with internal teams to ensure customer needs are met
• Escalate complex customer situations to management when appropriate and complete required documentation accurately
• Maintain current knowledge of collections best practices, regulatory requirements, and industry trends
• Participate in continuous improvement initiatives and identify opportunities to enhance processes
• Support quality initiatives including coaching, training, and compliance audits as needed

What We're Looking For

• Experience: 3-5 years of relevant experience in collections, customer service, or financial services
• Education: Post-secondary degree in related field or equivalent combination of education and experience
• Bilingual proficiency: Fluent verbal and written communication skills in English and French
• Technical knowledge: Understanding of credit qualifications and consumer collections regulations (federal and provincial)
• Skills: In-depth analytical and problem-solving abilities, strong negotiation and influence skills, excellent collaboration capabilities
• Customer focus: Proven ability to deliver exceptional service while managing sensitive financial conversations
• Self-direction: Comfortable working independently with minimal supervision in a remote environment
• Compliance mindset: Familiarity with laws and regulations pertaining to consumer collections
• Product knowledge: Understanding of financial products, services, and competitive marketplace trends preferred

How We Work With You

When you apply through Get A Job.ai, here's what happens next:

• Our recruiting team reviews your application and conducts an initial screening conversation
• We assess fit for both the role requirements and our client's culture
• Qualified candidates are formally submitted to our client for consideration
• We coordinate interviews and provide guidance throughout the selection process
• Please do not contact the client organization directly—all communication flows through our team to ensure the best experience

Pay

Compensation details will be discussed during the screening process based on your experience and qualifications.

Equal Opportunity: Get A Job.ai is committed to inclusive hiring practices. We welcome applications from all qualified candidates and provide accommodations throughout our recruitment process upon request.