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Québec, Canada
Remote only
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Bilingual Account Specialist, LVAR based in Canada.
We are seeking a customer-focused, bilingual Account Specialist to support customers experiencing payment difficulties and help identify appropriate solutions for delinquent and high-risk accounts. In this role, you will combine customer service, financial analysis, and collections expertise to guide customers toward suitable repayment strategies and available account resolution options. You will handle incoming inquiries, assess individual circumstances, and provide clear, professional advice while protecting customer relationships and minimizing financial losses. Working remotely from Quebec, you will collaborate with internal teams to resolve complex cases and ensure transactions are processed accurately. This opportunity is well suited to someone with strong communication and problem-solving skills who can balance customer needs with responsible risk management. You will contribute to efficient collections operations while building valuable experience in financial services and customer relationship management.
Review and evaluate delinquent, high-risk, and written-off accounts to identify appropriate collections and loss mitigation opportunities.
Handle incoming customer calls professionally and efficiently, building rapport, establishing trust, and understanding each customer's financial circumstances.
Advise customers on repayment strategies, payment arrangements, loan modification options, and other appropriate solutions based on their needs and account status.
Apply established collections procedures to resolve non-performing and high-risk accounts, helping minimize losses while exploring alternatives to default or foreclosure where applicable.
Process customer transactions, respond to service requests, issue communications, and complete required documentation accurately and in accordance with approved procedures.
Analyze account information and customer data to assess situations, provide recommendations, and determine appropriate next steps.
Coordinate with internal business groups and stakeholders to address customer needs, refer cases to specialized teams, and escalate complex or unresolved situations when necessary.
Maintain up-to-date knowledge of collections practices, products, services, industry trends, and applicable regulatory requirements.
Identify opportunities to improve operational processes, contribute to quality and service initiatives, and support the efficient management of the collections lifecycle.
Protect confidential customer and organizational information while following applicable laws, internal policies, risk management frameworks, and regulatory standards.
Typically 1–2 years of relevant professional experience, with a post-secondary degree in a related field preferred or an equivalent combination of education and experience.
Strong bilingual communication skills in English and French to support customer interactions effectively in a bilingual environment.
Working knowledge of consumer collections principles and applicable federal, provincial, and local regulations.
Familiarity with financial products and services, collections strategies, payment arrangements, and risk mitigation practices is an asset.
Good verbal and written communication skills, with the ability to explain financial options clearly, professionally, and empathetically.
Strong customer service and relationship-building skills, including the ability to handle sensitive financial conversations and maintain customer confidence.
Good analytical and problem-solving abilities, with the capacity to evaluate account information, identify suitable solutions, and make informed decisions.
Strong organizational skills and attention to detail to manage customer records, transactions, documentation, and follow-up activities accurately.
Ability to collaborate effectively with colleagues and internal stakeholders while managing responsibilities independently within established guidelines.
Sound judgment, discretion, and a commitment to protecting confidential information and adhering to risk management policies.
Annual salary range: CAD $35,500–$65,000, depending on experience, education, qualifications, skills, and location.
Comprehensive compensation: Potential eligibility for performance-based incentives, discretionary bonuses, and additional rewards, depending on the compensation structure.
Health coverage: Access to health insurance benefits.
Insurance protection: Accident and life insurance options.
Retirement planning: Access to retirement savings plans.
Education support: Tuition reimbursement opportunities, subject to applicable program terms.
Remote work: Opportunity to work remotely from Quebec, Canada.
Learning and development: Access to training, coaching, and manager support to strengthen professional skills and expand career opportunities.
Inclusive workplace: A commitment to accessibility, equity, and inclusion, with accommodations available during the recruitment process when needed.
