Account specialist - Medium Value

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for an Account Specialist – Medium Value based in Canada.

The Account Specialist – MVAR will support customers with medium-risk or delinquent accounts by identifying appropriate repayment solutions and helping them navigate their financial obligations. This role combines customer relationship management, collections expertise, and risk assessment to improve repayment outcomes while minimizing potential losses. You will communicate directly with customers, assess their circumstances, and recommend payment strategies that align with their needs and established policies.

Working remotely, you will collaborate with internal teams to resolve account issues, process transactions, and ensure accurate documentation throughout the collections lifecycle. You will also serve as a knowledgeable resource for collections colleagues, contributing to coaching, problem-solving, and operational improvements. This opportunity is ideal for a customer-focused professional who combines analytical thinking, sound judgment, and strong communication skills in a regulated financial services environment.

• Review and evaluate delinquent and medium-risk accounts to identify appropriate collection opportunities and repayment strategies.
• Deliver responsive, professional customer service that builds trust, strengthens relationships, and supports positive customer outcomes.
• Contact customers to gather information required to manage their applications and ensure they understand the status of current and upcoming payments.
• Assess customer needs and recommend suitable payment arrangements, collection strategies, and available financial solutions.
• Apply established loss mitigation procedures to resolve delinquent and non-performing accounts while minimizing financial losses.
• Handle incoming customer calls efficiently, providing accurate information and clear guidance on account status, payment options, and next steps.
• Prepare customer communications, process transactions, and coordinate with internal stakeholders to ensure requests are completed accurately.
• Build strong working relationships with customers and identify opportunities to maintain long-term, productive relationships.
• Serve as a knowledgeable support resource for consumer collections teams, offering guidance, coaching, and assistance with tools and procedures.
• Analyze account data and customer information to identify issues, provide insights, and recommend appropriate actions.
• Manage transactions arising from customer interactions and refer requests to the relevant internal business groups when necessary.
• Handle escalated cases from customers or colleagues, resolving complex issues within established authority limits and referring matters to management when appropriate.
• Maintain complete and accurate documentation, ensuring customer requests and account activities are properly recorded.
• Support the collections lifecycle by helping implement loss mitigation solutions, including loan modifications and other alternatives to default or foreclosure where applicable.
• Follow documented policies, procedures, and regulatory requirements while maintaining the confidentiality of customer and financial information.
• Stay informed about collections practices, industry trends, financial products, and applicable consumer collections regulations.
• Identify opportunities to improve processes, increase operational efficiency, and strengthen the overall customer experience.
• Apply risk management principles and make informed decisions that protect organizational assets while aligning with business objectives and regulatory obligations.

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