Collection Service Representative; CSR); CSR

Collection Service Representative (CSR) (CSR)# Collection Service Representative (CSR) (CSR)
Fully Remote   
• Montreal, QC H3C 1E2## Overview

Travel Percentage None## Description TITLES COVERED Titles covered under this job description: any employee working 1st Party Accounts Receivable – ‘Collection Representative’, ‘Customer Service Agent’, ‘CS Agent’, Collection Agent’, ‘Agent’, and ‘Client Service Representative’.The job description will remain the same for all levels of CSR, except for the Required

Education and Experience and Additional Eligibility Requirements sections. Titles such as ‘Senior Collection Service Representative’, ‘CSR II’, or ‘Agent III’ will use this same job description but with elevated experience requirements.

OBJECTIVE The role of the Collection Service Representative (CSR) is to support the needs of our clients in delivering exceptional service to their customers through telephone and where applicable email communication. The CSR will engage with customers to support the resolution of order issues, answer questions on their accounts and elevate any concerns to the proper team.

PRIMARY JOB DUTIES
1. Work in assigned queue or worklist with goal of meeting daily targets of at least 150 outbound calls placed each day; specific targets may change based on client assignment and/or client expectations
2. Meet established internal quality objectives including Monthly Account Audits and Call Quality Reviews, including client specific metrics related to call or quality measures
3. Meet performance and maintain productivity requirements each day as based on time gap or other reporting SECONDARY JOB DUTIES
* Uphold and utilize a professional and courteous tone and language at all times
* Advise customers of open receivables to obtain payment status, timeline of payments, or address any issues preventing payment
* Use client-specific systems to review and research additional account details
* Provide invoices or other related documentation to account holders
* Continuously seek to improve business knowledge, quality assurance scores, and other metrics (e.g. volume of calls, activities, accounts worked per day)
* Maintain organized electronic file storage of documents and emails, ensuring relevant forms are properly noted and saved in designated locations
* Take ownership of any assigned accounts in queue and/or work in group queue as needed
* Work cohesively in a team to participate on special projects or initiatives as directed
* Meet regularly with Supervisor for performance review and coaching sessions
* Continuously seek opportunities for process improvement and propose ideas
* Foster effective communication and collaboration between countries and cultures within all regions
* Assist in 1st Party AR project work as required
* Act as backup to other members of the1st Party AR Department
* Maintain a high level of professionalism and confidentiality with all information entrusted withOTHER JOB DUTIES (Built by HR and included on all Cadex job descriptions)
This position will perform other duties as requested. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without advanced notice.

SUPERVISORY RESPONSIBILITY This position has no supervisory responsibilities WORK HOURSIt is essential that this position adhere to the assigned work schedule. This can be either a full-time position or part-time position and may vary based on the individual’s time zone, subject to change with advanced notice. Schedules and hours required may also vary by region, department, client, and/or team. Schedules will be assigned on…