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Canada
Remote only
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 – High Value based in Canada.
We are seeking an experienced, bilingual Account Specialist to manage complex, high-value delinquent and high-risk accounts in a remote banking environment. In this role, you will work directly with customers to understand their financial circumstances, negotiate appropriate payment arrangements, and identify effective recovery strategies. Your expertise will help resolve challenging account situations, reduce potential losses, and protect financial interests while maintaining a customer-focused approach. You will use analytical thinking, sound judgment, and strong negotiation skills to develop tailored solutions for complex cases. Working independently and collaborating with internal stakeholders, you will also contribute to strategic initiatives, process improvements, and knowledge sharing across collections teams. This opportunity is suited to a proactive professional who can balance customer needs, business objectives, and responsible risk management.
Review and assess delinquent, high-risk, and written-off accounts to determine recovery potential and recommend appropriate collections strategies.
Contact customers to gather relevant information, explain account status, discuss outstanding balances, and clarify current and future payment arrangements.
Manage complex and escalated customer requests, using strong negotiation and interpersonal skills to reach appropriate resolutions.
Develop and implement action plans to maximize recoveries, minimize losses, and safeguard financial interests.
Apply established loss mitigation procedures, including suitable loan modification options and other alternatives that may help prevent default or foreclosure.
Deliver professional, responsive customer service by understanding customer circumstances and recommending payment strategies aligned with their needs and applicable guidelines.
Handle incoming calls, process transactions, prepare customer communications, and maintain complete and accurate documentation.
Collaborate with internal departments and external stakeholders to resolve account issues, coordinate solutions, and support strategic business initiatives.
Analyze account data and information to assess collection probabilities, identify trends, and provide actionable insights and recommendations.
Prepare regular and ad hoc reports, dashboards, and analyses to support decision-making, operational efficiency, and performance monitoring.
Contribute to the development, implementation, and management of collections processes, programs, tools, and training initiatives.
Support colleagues by providing subject-matter expertise, guidance, coaching, and assistance with complex collections cases.
Identify opportunities for continuous improvement, streamline workflows, and develop practical solutions to evolving business needs.
Maintain current knowledge of collections practices, industry trends, financial products, and applicable regulations.
Protect confidential customer and organizational information, follow established policies, and make informed decisions in accordance with risk management standards.
Escalate unresolved issues appropriately and refer customers to other internal business groups when additional support is required.
Typically 3–5 years of relevant professional experience, along with a post-secondary degree in a related field or an equivalent combination of education and experience.
Bilingual communication skills appropriate for supporting customers in the 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 credit-related qualifications, credit principles, and the assessment of delinquent or high-risk accounts.
Good knowledge of financial products and services, as well as awareness of competing offerings and developments in the marketplace.
Strong verbal and written communication skills, with the ability to explain complex financial matters clearly and professionally.
Advanced analytical and problem-solving abilities, including the capacity to assess account information, evaluate recovery options, and make sound decisions.
Strong negotiation, influencing, and relationship-building skills to manage sensitive customer discussions and reach constructive outcomes.
Excellent collaboration and teamwork skills, with the ability to work effectively with internal stakeholders and contribute to shared objectives.
Strong organizational skills and attention to detail when handling multiple accounts, customer requests, reporting requirements, and documentation.
The ability to work independently, exercise judgment within established guidelines, manage escalations, and adapt to changing priorities.
Experience contributing to process improvements, developing operational tools, preparing reports, or supporting training initiatives is an asset.
A commitment to confidentiality, responsible risk management, regulatory compliance, and customer-focused service.
Annual salary: CAD $45,000–$100,000, with the final offer depending on location, experience, education, skills, and qualifications.
Potential additional compensation: Performance-based incentives, discretionary bonuses, or other rewards may be available depending on the compensation structure and eligibility.
Health insurance: Access to health coverage.
Insurance protection: Accident and life insurance may be included in the benefits package.
Retirement savings: Access to retirement savings plans.
Professional development: Tuition reimbursement, training, coaching, and opportunities to strengthen professional expertise.
Remote work: The position is listed as remote in Canada, subject to confirmation of eligible locations and working arrangements.
Additional rewards: Other perks and benefits may be available depending on the overall compensation package and employment terms.