Bilingual; French​/English Customer Service Representative - Account Maintenance; Early Stage C

Position:
Bilingual (French/English) Customer Service Representative - Account Maintenance (Early Stage Collections). Remote Full-time.

Location:

Edmonton, AB area for training.

• Manage Early-Stage Delinquency:
  Proactively contact customers with past-due accounts to identify reasons for delinquency and provide tailored solutions to resolve outstanding balances.
• Negotiate Payment Solutions:
  Use professional negotiation and probing techniques to secure payment commitments, establish firm payment arrangements, and offer financial tools or programs that support account rehabilitation.
• Problem Solve & Analyze:
  Review account history to understand the customer’s financial situation and determine the most effective course of action to mitigate loss.
• Follow established procedures:
  Adhere to Ford Credit's policies and guidelines for your work area, ensuring consistency and quality in service delivery.
• Deliver Professional Representation:
  Act as a brand ambassador for Ford Credit, resolving sensitive financial situations with a balance of empathy, firmness, and professionalism.
• Adapt & Pivot:
  Manage a high volume of inbound and outbound calls in a fast-paced environment, adjusting quickly to changing priorities and account cues.
• Be an active team member:
  Participate actively and contribute to team meetings, sharing insights and collaborating with colleagues.
• Engage in constructive feedback:
  Be comfortable both giving and receiving feedback from peers and supervisors in a positive, professional, and helpful manner to support continuous improvement.
• Support team and company goals:
  Demonstrate flexibility and a willingness to take on new tasks or adapt to changes that help Ford Credit and the organization achieve its objectives and improve overall service quality.
• Use company resources responsibly:
  Utilize company email and internet access in accordance with established company policies.

• Education:
  
  High School Diploma or Canadian Adult Education Credential (CAEC) Equivalency. (Successful candidates will be required to provide proof of degree completion for the highest level of education attained. If the degree was obtained from a school outside of Canada, an Education Credential Assessment report showing Canadian equivalency is also required).
• Experience:
  
  Bilingualism:
  Excellent communication skills (written and verbal) in both French and English is mandatory.
• Communication
  
  Skills:
  
  Strong ability to handle difficult conversations and "probe" for information while maintaining a professional demeanor.
• Technical Proficiency:
  Proficiency in MS Office (Word, Excel, Outlook) and the ability to learn internal account management software.
• Location:
  
  Candidate must reside in or around Edmonton, AB, and be able to attend training at the Edmonton office.
• Hours/
  
  Schedule:
  
  Must be able to work a flexible schedule during our hours of operation, including Monday – Thursday from 6:00 am – 7:00 pm MST, Friday from 6:00 am – 5:00 pm MST, and Saturday from 7:00 am – 1:00 pm MST.

The expected annual salary for this Ford Credit Canada position is $45,760.00 - $53,872.00 and individuals may also be eligible to participate in our Quarterly Flexible Bonus Rewards program.

Ford Credit Canada is an Equal Opportunity Employer and is committed to a culturally diverse workforce. Accommodations for applicants with disabilities throughout the recruitment, selection and/or assessment processes, where needed, are available upon request. Please inform Human Resources of the nature of any accommodation(s) that you may require.

Candidates for this position must be legally entitled to work in Canada. Ford Credit Canada, Limited, does not sponsor work permit applications.