Collections Representative

Job description

This is a permanent full-time position, scheduled Monday-Friday between 8am-6pm. Vista Services offers a hybrid work model, 2 days from home and 3 days in the office. The office is located at Hunt Club and Prince of Wales Drive. There is the opportunity to be fully remote if outside of the Ottawa area.

About Vista Services

Vista Services is more than just a financial partner – we are helping communities, the people that live within them and the local contractors that service the area. Our dealers are experts in the water heater, HVAC, and residential infrastructure sector. Having both ownership from local management and an infrastructure fund managed by an award-winning investment manager, we are a well-capitalized company looking to grow organically, geographically and by acquisition.

Job purpose/mandate

The Customer Service team is the first point of contact for Vista’s thousands of customers. The representative must be able to solve problems, make informed decisions, multi‐task, and work in a fast‐paced time sensitive environment. The representative works to achieve the best results for the company and our customers.

Specific duties and responsibilities

People Interactions

• Coordinates with Customer Service Team for customer inquiries that are related to collection issues or potential issues and works proactively to manage reoccurring issues with peers;
• Coordinate billing changes, adjustments, credit notes, and special billings with Billing Specialists; and

Collection focused

• Prepares, distributes and collects completed customer contract documentation related to delinquent accounts using manual and automated company tools;
• Provides a high level of internal and external customer service, creating a professional environment;
• Provides assistance to customers related to all of Vista Credit services and direct customer contacts as required;
• Escalates complaints and ensure proper resolution and follow-up;
• Meets company objectives for performance metrics and KPIs related to outgoing calls and emails, as well as resolution of open uncollected accounts;
• Works with Customer Service team to ensure that problem accounts have appropriate security registrations in place, i.e. Notice of Security Interests or Personal Property Security Act (“PPSA”);
• Seeks approval, in line with company policy, to promptly escalate matters of significance; and
• Coordinates documentation and support to Supervisor to facilitate collection of delinquent and problem accounts.

Knowledge and skills

• 2-3 years’ collections experience or in a similar role;
• Experience with multiline telephones;
• Sound knowledge of process management, business and operational functions including financial solutions and concepts;
• Proficient in software tools including Microsoft Office and other internet applications;
• Experience using Microsoft Teams and experience working remotely, both considered assets;
• Knowledge of leasing and financial contracts is an asset;
• Post-secondary education in relevant fields is considered an asset.
• Qualified to work in Canada on a permanent basis

Job Types: Full-time, Permanent

Salary: $45,000.00 per year

Benefits:

• Casual dress
• Company events
• Dental care
• Employee assistance program
• Extended health care
• On-site parking
• Paid time off
• RRSP match
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Experience:

• Collections: 2 years (required)

Work Location: Hybrid remote in Nepean, ON K2E 8A3