Collector I (Bilingual French/English) : 000084I0

Employment Type: Regular

• Responsible for collecting in various stages of delinquency and handling accounts by providing assistance to customers.
• Negotiates acceptable payment arrangements with delinquency customers in order to resolve the issue.
• Agent may be categorized as Specialized handling a single function (Collection) within one business line.
• Agent may also be categorized as Hybrid handling a single function (Collection) within multiple business lines, or multiple functions (Collection/Care) within a single business line.
• Collector I role is also determined by the level of experience, skill and historical performance within the role.
• May be considered as an entry level position.

Impact on the Business

Collects overdue accounts at all stages of delinquency in accordance with company policies and procedures.

Leadership & Teamwork

• Regularly assists other units within the same function at times of high volumes, such as Inbound or Manual.
• Hybrid agents may also provide such assistance as required by another department (business line).
• Achieves individual goals in order to meet team and company objectives.
• Promotes and maintains a positive work environment that supports diversity and reflects the HSBC Brand.

Operational Effectiveness & Control

May perform any or all of the following duties:

• Contacts customers at different stages of delinquency, reviews associated reasons for delinquency and obtains relevant customer financial information. Identifies potential ways for customers to rectify situation.
• Proposes various programs and negotiates resolution within assigned authority level. Identifies high risk accounts and reviews alternate resolution through legal or settlement action.
• Ensures accurate customer demographic information is documented on the system of record.
• Maintains assigned accounts on the computer system(s).
• Ensures clear documentation and record of every call.
• Assigns appropriate account review dates as per department procedures. Requests/forwards letters to customers to provide required information or to serve as a confirmation of arrangement.
• Uses various tools such as InfoCanada and credit bureau reports to investigate additional information or trace recent demographics.
• Reassigns specialty accounts to different work queues.
• Escalates customer complaints as deemed necessary and as per internal procedure.

Role Context

Must be willing to work non-standard hours or shift as required.

Management of Risk

• Stays informed of all policies, procedures and approved collection practices. Adheres to all Compliance standards in accordance with HSBC.
• Completes all Web-Based Training requirements.

Qualifications

• A high school diploma or equivalent.
• Six months collection experience preferred.
• Excellent communication and interpersonal skills
• Basic keyboard skills Bilingualism (French/English).
• Third language preferred.

Job Field : Procurement / Purchasing
Primary Location : North America-Canada-Quebec-Montreal
Schedule : Full-time Shift : Evening Job
Type of Vacancy : Region vacancy
Job Posting : 17-Feb-2017, 13:33:19 Unposting Date : 24-Feb-2017, 23:59:00