Repayment Counsellor/Call Center Representative

Identify borrower needs and analyze their financial capacity. Provide customized solutions and debt management options.

• Maintain knowledge of products and process changes through actively participating in training programs and daily knowledge management system navigation.
• Achieve individual productivity targets as assigned, contributing to inbound service target adherence as well as overall client-driven repayment success measures.
• Required to meet standard call center Key Performance Indicators including Voice of Customer.
• Use discretion and maintain confidentiality in handling sensitive information. Understand the importance of escalating issues for resolution following established escalation processes.
• Document, summarize, and update the Account Management System for all activity as agreed to with loan borrower at point of contact.
• Positively represent Finastra in all interactions with borrowers to achieve results in the best interests of the organization.

• Knowledge of basic accounting skills to perform basic mathematical calculations.
• Computer proficiency and keyboarding skills.
• Ability to talk and type quickly and accurately.
• Demonstrated oral and written communication skills.
• Ability to navigate and understand product/process guides and training material.
• Excellent problem-solving skills and ability to think quickly and logically.
• Exceptional attention to detail and the ability to work with minimal supervision.
• Ability to deal with emotional and irate borrowers while maintaining a professional demeanor.
• Strong aptitude for learning new systems and technologies with the ability to integrate.

• 1-2 years progressive experience in a Call Centre, Customer Service or Telemarketing environment would be an asset.
• Completion of High School.
• Ability to clear background checks including: Credit, Criminal and Reliability Clearance.
• Able to be flexible to work during hours of operation of 6:30 a.m. to 11:00 p.m. Monday through Friday and 9:00 a.m. to 5:00 p.m. Saturday.
• Work all assigned shifts, with potential to change on a quarterly basis.
• Willing to work overtime as needed.

Finastra is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). We will accommodate applicants' needs upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require. Information received related to accommodation will be addressed confidentially.