Bilingual Specialist, Customer Accounts - Contract

Company Summary

Come work for a company that’s committed to the success of each and every employee. A place where innovators and collaborators come together and build on each other’s talents. Where diversity is welcomed and celebrated.

FCT provides industry-leading title insurance, default solutions and other real estate related products and services to legal, lending, valuation and real estate professionals across Canada. With FCT, you will have the opportunity to build a meaningful career. Join us as we continue to do exciting work and make a big impact on our colleagues, customers and communities.

Job Summary

We are continually searching for great talent; individuals who possess a deep commitment to the customers and markets we serve. If you would like to join a company that is committed to the success of each employee and offers challenge, purpose and the opportunity to grow both personally and professionally in a team-oriented environment, you'll enjoy a career with us! We understand that fostering a diverse and inclusive environment is critical for the success of our business, and we actively work towards it every day. 

This role can be located in Oakville Home Office, Moncton, Montreal, or London.

HERE'S HOW YOU'LL CONTRIBUTE:

• Be the main point of contact for customers regarding their FCT account, handling inbound calls, faxes and emails
• Collect undisputed amounts older than 30 days as per the Collection Guideline, logging contact in the collection system
• Resolve disputed amounts within established service levels, liaising with internal business partners such as processing centres and sales teams
• Review accounts regularly, providing status updates to the manager and escalating problem accounts as necessary
• Reconcile accounts to identify any payment or billing discrepancies, refunding customers as required and recommending amounts for write-off
• Recommend and implement process improvements
• Establish and maintain positive relationships with external customers 
• Provide backup support for team members

HERE'S WHAT YOU'LL BRING:

• Excellent written and verbal communication skills
• College and/or university graduate, accounting experience an asset
• 3-5 years related business-to-business collection experience in a similar role
• Strong organizational and computer skills (Outlook, Excel, and Word 2010) 
• Team player who can work with minimal supervision and a positive, collaborative attitude
• Exceptional customer service skills
• Quick learner with the ability to prioritize multiple tasks and meet deadlines

VOTRE CONTRIBUTION :

• Être la principale personne-ressource pour les clients en ce qui concerne leur compte FCT, traiter des appels, des télécopies et des courriels entrants.
• Recueillir les montants non contestés depuis plus de 30 jours, conformément à la ligne directrice sur le recouvrement, en consignant les contacts dans le système de recouvrement.
• S’occuper des montants contestés en respectant les niveaux de service établis, assurer la liaison avec les partenaires internes, comme les centres de traitement et les équipes des ventes.
• Examiner régulièrement les comptes, faire des suivis auprès du gestionnaire et transmettre les comptes problématiques à un échelon supérieur, au besoin.
• Faire concorder des comptes pour déceler toute irrégularité en matière de paiement ou de facturation, rembourser les clients au besoin et recommander des montants à radier.
• Recommander et mettre en œuvre des améliorations aux processus.
• Établir et entretenir de bonnes relations avec les clients externes.
• Fournir du soutien aux membres de l’équipe.

VOS COMPÉTENCES :

• Excellentes aptitudes pour la communication orale et écrite.
• Diplôme d’études collégiales ou universitaires, expérience en comptabilité, un atout.
• De trois à cinq ans d’expérience dans le domaine du recouvrement entre entreprises dans un rôle semblable.
• Solides compétences organisationnelles et informatiques (Outlook, Excel et Word 2010).
• Esprit d’équipe, capable de travailler avec peu de supervision, et attitude positive axée sur la collaboration.
• Aptitudes exceptionnelles pour le service à la clientèle.
• Capacité à apprendre rapidement, à prioriser plusieurs tâches et à respecter les échéances.

HERE’S WHAT SETS US APART: 

Through mentoring, innovative tools, and a variety of programs that engage and reward, we empower each employee to be great and drive results.

• Comprehensive benefits that include virtual healthcare and an Employee & Family Assistance Program

• Group retirement savings plan with company match

• Paid holidays and generous paid time off

• Hybrid work arrangements

• Paid volunteer opportunities and charitable donation matching

• Employee recognition programs that include referral incentives

• Potential for performance-based incentives 

• The opportunity to participate in our stock purchase plan

• And more!

*As per terms of the employment agreement

The Great Place to Work® Institute has named FCT one of Canada’s Top 50 Best Workplaces, Best Workplaces in Canada for Financial Services & Insurance, Best Workplaces in Canada for Women, Best Workplaces in Canada for Inclusion and Best Workplaces in Canada for Mental Wellness. We’re also one of Achievers 50 Most Engaged Workplaces™ in North America.

By joining us, you will not only be part of an award-winning organization, you will be part of a workforce that is engaged and empowered to succeed.

Thank you for considering FCT. We look forward to meeting you.

In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, a request for accommodation will be accepted as part of FCT’s hiring process.

To avoid any delays in the recruitment process, if you require accommodation to apply, please provide your accommodation needs in advance. You may also be required to submit adequate medical/other documentation to Human Resources to support your request for accommodation.

FCT is an equal opportunity employer and is committed to an active nondiscrimination program. All recruitment, hiring, placements, transfers, promotions, training, compensation, benefits, discipline, and other terms and conditions of employment will be on the basis of the qualifications of the individual regardless of race, colour, place of origin, ethnic origin, citizenship, handicap (including mental and physical disability), sex, sexual orientation, gender identity and expression, creed (religion), marital status, family status (being in a parent/child relationship), age, or any other basis prohibited by the applicable provincial or federal human rights legislation.