Company Information

Canaccede Financial Group Ltd. is a Canadian industry leader in specialized investment and financial services products. We have been working with large lenders and financial institutions in the acquisition and services of performing, insolvent and distressed receivables since 2008, and we are one of the largest multi-asset acquirers in the Canadian market.

We operate with an analytically driven philosophy that is always responsive to our client’s individual needs and circumstances. Our business proposition is to maximize value from acquired receivables in a cost-effective manner and provide integrated consumer finance solutions.

The entire team at Canaccede is forward-looking and has an open and growth-oriented corporate culture for motivated employees to learn and grow with it. We have offices in Toronto and London, Ontario. This full time, permanent role is in downtown London.

Job Summary

The Customer Experience Representative assist customers in securing prompt resolution of overdue accounts. This role is responsible for working with the customer to implement a payment strategy, thereby helping each customer rebuild their financial future. The Customer Experience Representative is part of the Customer Experience Team, and responsible for routinely providing the Team Lead with performance progress updates, and input on enforcement options for consideration. The Customer Experience Representative provides exemplary customer service, whilst collecting on overdue accounts in alignment with company values, policies and processes.

What does a typical day look like?

• Outbound calls to ask delinquent customers to update their accounts, both in French and English
• Inbound calls from customers who would like to either update their accounts or negotiate arrangements to handle their debts (lower monthly payments or Workout program), both in French and English
• Follow up with promises to pay to make sure payments are made on time as promised by customers
• Resolve complex inquiries from frustrated customers
• Skip tracing for finding debtors with no contact, in order to establish contact for resolutions and updated debtor information
• Maintain accurate and updated file notes for ongoing history and referencing
• Identify accounts that need enforcement (such as a Demand Notice) and escalate information to the Legal Department
• Regular updates to Client Services regarding accounts that need a refund cheque be sent to them, accounts approved for the Workout program as well as regarding many other aspects of the collection activity

What qualifications are required for this position?

• 2+ years’ experience in customer service, preferably within financial services collections environment
• Excellent verbal and written communication skills, both French and English
• OSSD or equivalent
• Education or training in financial services is an asset
• Proficiency with Microsoft Office, including Work and Outlook
• Proficiency with CRM systems
• Ability to analyze and interpret then negotiate the needs of clients and offer the appropriate options, solutions and resolutions
• Ability to manage complex debtor situations to exceed performance goals
• Capability to adapt to change quickly
• Ability to work independently as well as within a team/group, providing professional advice or direction to other employees as necessary
• Available to work a variety of shifts, within the hours of operation
• Satisfactory reference check (credit, criminal, professional)

What type of scheduling does Canaccede Financial Group offer?

This permanent full-time role requires shift flexibility during hours of operation (Monday through Friday, 8:00 AM – 7:00 PM, Saturday 9:00 AM – 5:00 PM). Our office is closed on Sundays so you're guaranteed at least one day off each weekend. In times when we have an increased volume of work, you will have the option to volunteer for extra paid time. At no time will the company mandate for you to work additional hours.

What’s great about working for Canaccede Financial Group?

Competitive total compensation structure, including: competitive base salary, semi-annual bonus program, deferred profit sharing plan, 3 weeks’ paid vacation, paid sick days, company paid health, dental, vision, paramedical, and life insurance benefits, employee assistance program, and tuition reimbursement program.

We have more perks than free coffee…though we do in fact have free coffee. We have an open concept work environment, ideal for collaboration and team building. Enjoy your lunch with your colleagues in our expansive lunch room filled with windows, booths, and social tables. Our Social Committee coordinates fun events on a regular basis – both inside and outside of the office – including holiday lunches, pub nights, contests, and weekly lottery… just to name a few. We happily spend time celebrating our employees’ personal and work-related accomplishments with awards, company-wide recognition, and of course, cake.

We care about giving back to the London community. Each employee is provided with 1 paid day per year to volunteer at any registered charity of their choice. We also provide monthly donations to charities that are meaningful to our staff. So far, we have brought in more than $18,000 for both local and national charities, all of which were selected by our employees.

Sound like a perfect fit for you? We think so too.

Canaccede Financial Group Ltd. welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Requests for accommodation can be made via email to hr@canaccede.com. Additional accessibility information and contact information can be found on the company website at www.canaccede.com/accessible-customer-service

Qualified candidates are encouraged to submit a resume and cover letter to Alyssa Ryde, Human Resources Assistant via email at alyssa.ryde@canaccede.com.

Thank you for considering a career with Canaccede Financial Group. We will contact those who have been selected for an interview.