Administrator, DS Operations

* Be a highly engaged team member that provides best in class service to internal and external stakeholders. Partners include fellow employees, management, lenders, customers, vendors, insurance companies, etc.
* Monitor and process requests within guidelines
* Identify trends for improvement and coaching opportunities
* Prepare detailed notices and support documents and electronic communications
* Prepare detailed tracking reports.
* Perform duties in relation to intake, processing, management, and closing of assigned accounts according to company policies and legislative guidelines.
* Warranty and insurance cancellations, tracking, and rebates
* Complete assigned operational tasks and act as ‘back up’ to cover additional tasks, as required, based on business needs and client requirements.
* Close and invoice accounts accurately.
* Provide information and guidance to customers in order to facilitate bringing accounts current
* Must be detail oriented and be able to understand and prepare complex documentation and update different host systems. Maintain detailed records and reports.
* Communicate and work with vendors to ensure that tasks are completed, and expectations met.
* Complaint tracking and resolution
* Third party vendor assignment and tracking.
* Update and prepare various reports, manipulate data, and provide meaningful insight.
* Ability to document processes and train other employees
* University or college degree preferred
* Two (2) years in an administrative role, collections, or repossession management
* Excellent time management skills, ability to prioritize and contribute to multiple projects simultaneously, work in a fast paced, dynamic environment.
* Knowledge of repossession, remarketing, and collections experience or combination of education and industry related experience
* Positive, Self-motivated, customer focused, assertive, with the ability to learn quickly, take initiative and work independently.
* Be versed in the lending and collections lifecycle, automotive finance lifecycle
* Be knowledgeable about non-standard vehicles
* Firm understanding of the Privacy Laws, Personal Property Security Acts, and collections laws across Canada.
* Understanding of the Canadian insolvency laws and legal recovery process
* Quebec Collections and recovery experience an asset
* Proficiency with inventory management software, client maintenance software, collections software and Microsoft Office applications - Advanced user experience with Excel, Word, and Outlook
* Excellent oral and written communication skills in English.
** Bilingual French/English is an asset
*** Operational excellence – always looking for and suggesting process improvements
* Confidence in problem solving, negotiating and decision making
* Excellent telephone skills – experience working in a call center environment is an asset
* Courteous and pleasant demeanor. Be able to de-escalate difficult conversations and positively resolve tough situations.
* Strong negotiator
* Flexibility in work day, afternoon, or evening shifts, and rotating Saturdays if necessary
* Attention to detail and the ability to maintain a high degree of accuracy in a fast-paced environment
* Skip trace experiences an asset
* Comprehensive benefits that include Employee and Family Assistance Program (EFAP) and Wellness Essentials
* 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!

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!
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