Customer Service Representative - Account Maintenance (Early Stage Collections)

Working within a dynamic team and supporting a broad network of Ford/Lincoln dealers, the Customer Service Representative - Account Maintenance plays a critical role in managing our early-stage delinquency portfolio. In this role, you aren’t just providing service; you are a financial problem-solver. You will work directly with customers to understand the root causes of account delinquency, negotiate sustainable payment arrangements, and provide the professional expertise needed to help our customers get back on track while working to advance Ford Credit Canada’s reputation as a customer-focused lender, providing personalized service and professional expertise.

At Ford Credit Canada , you'll play a vital role in enhancing our reputation as a best-in-class lender. You'll work within a large team and a wide network of Canadian Ford/Lincoln dealers, providing personalized service and professional expertise. Your main responsibilities will include evaluating applications for creditworthiness and directly negotiating credit terms with dealers by phone. Effective communication and analytical skills are crucial for success in this role. Ideal candidates should also understand credit, financial analysis, sales, collections, and relationship management.

Location: While this role is fulltime remote, candidate must reside in or around Edmonton, AB, and be able to attend in person training at the Edmonton office.

Candidates must be able to work a flexible schedule during our hours of operation, which include Monday – Thursday from 6:00 am – 7:00 pm MST, Friday from 6:00 am – 5:00 pm MST and Saturday from 7:00 am – 1:00 pm MST.

You'll have...

Education:

- High School Diploma or Canadian Adult Education Credential (CAEC) Equivalency.

Experience:

- Bilingualism Preferred: Excellent communication skills (written and verbal) in both French and English is preferred.
- Communication Skills: Strong ability to handle difficult conversations and "probe" for information while maintaining a professional demeanor.
- Technical Proficiency: Proficiency in MS Office (Word, Excel, Outlook) and the ability to learn internal account management software.

Even better, you may have...

- Work effectively in a remote team environment to manage tasks with a high level of accuracy.
- Previous experience in collections, credit, or a high-volume financial services environment where negotiation was a primary task.
- Answer inbound/place outbound calls with customer and dealer satisfaction as a priority.
- Ability to perform multiple tasks simultaneously, with the ability to pivot to other work requirements as needed.
- Resolve customer and dealer concerns in a positive and professional manner.

This posting is for an existing vacancy within our team.

We thank all applicants for their interest, but only those selected for an interview will be contacted.

(Successful candidates will be required to provide proof of degree completion for the highest level of education attained. If the degree was obtained from a school outside of Canada, an Education Credential Assessment report showing Canadian equivalency is also required.)

Ford Credit Canada Company is an Equal Opportunity Employer and is committed to a culturally diverse workforce. Accommodations for applicants with disabilities throughout the recruitment, selection and / or assessment processes, where needed, are available upon request. Please inform Human Resources of the nature of any accommodation(s) that you may require.

Candidates for this position must be legally entitled to work in Canada. Ford Credit Canada Company does not sponsor work permit applications.

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