Customer Payments Specialist, Bilingual

Join a Challenger

Being a traditional bank just isn’t our thing, so we challenge ourselves to get creative in providing innovative banking solutions for Canadians.

How do we get there? With a talented team of inquisitive and agile challengers that break through the status quo. So, if you’re passionate about redefining the future of banking—while having fun—this could be your next big opportunity.

Our company continues to grow, and today we serve more than 780,000 customers across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members. Together we have over $138 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our customers have named our EQ Bank digital platform (eqbank.ca) one of the top banks in Canada on the Forbes World's Best Banks list since 2021.

The Work

The Customer Payments Specialist is responsible for the identification and collection of delinquent payments in a portfolio of residential and commercial mortgages. They conduct collection activities to bring accounts up to date as quickly as possible, negotiating and employing solutions applicable to customer circumstances. The Customer Payments Specialist is key in managing the Bank’s delinquencies while maintaining customer service values.

The Core Responsibilities!:
• Complete outbound and inbound collection activities, using a variety of communication methods and collection tools, within stipulated timelines in a professional manner and in accordance with debt collection practices and privacy regulations.
• Establish and record reason for past due accounts; recognize consumers at risk and identify possible solutions to assist.
• Negotiate payment arrangement(s) to bring accounts current and recognize customers requiring extra assistance.
• Refer accounts for recommended commencement of legal action once all required collection steps have been taken and within timelines set by management.
• Meet expectations according to outlined quality criteria, compliance, and service standards while interacting with customers.
• Maintain detailed and accurate notes of all correspondence, payment arrangements, communications, and matters of interest on system(s).
• Update mortgage system with any information pertaining to client or loan.
• Work with other teams as required to ensure satisfactory collection, breach resolution, and/or loan servicing.
• Understand and follow policies, guidelines, and procedures.

Let's Talk About You!:
• A diploma program in a related discipline or 2 years of demonstrated collections experience.
• Knowledge of commercial and residential lending products, related legal terminology, and provincial and federal legislations.
• Ability to multi-task by navigating various systems while communicating with customers.
• Strong active listening skills with the ability to engage with the customer.
• Strong communication, problem solving, and negotiation skills.
• Ability to show empathy yet remain firm; must be sensitive and able to handle difficult situations as the norm.
• Must be self-motivated with the ability to complete critical tasks independently, with a sense of urgency.
• Strong interpersonal and communication skills – written and oral.
• Knowledge of PPlus and Collector systems are an asset.
• Computer literate (MS Outlook, MS Word, Excel).
• Strong attention to detail with an eye for accuracy.
• Strong organizational skills.
• Bilingual (French) is required.

What we offer [For full-time permanent roles]

💰 Competitive discretionary bonus
✨ Market leading RRSP match program
🩺 Medical, dental, vision, life, and disability benefits
📝 Employee Share Purchase Plan
👶🏽 Maternity/Parental top-up while you care for your little one
🏝 Generous vacation policy and personal days
🖥 Virtual events to connect with your fellow colleagues
🎓 Professional development and comprehensive Career Development program
💛 A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience

The incumbent will be working hybrid and in office time will be spent working from Equitable Bank’s additional office space located at 2200-25 Ontario Street, Toronto, ON.

Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone’s diverse experiences and perspectives. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well.

We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond. All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.

We can’t wait to get to know you!