Collections Administrator

The role of a Collections Administrator is pivotal in maintaining positive client relationships while ensuring timely collection of outstanding balances. You will be required to work in office, in Downtown Toronto; just off of Union station.

This opportunity is ideal for someone who is detail-oriented, takes initiative, and communicates effectively. The successful candidate will thrive in a dynamic yet structured environment and bring proven experience in collections and customer service. You will be responsible for a variety of duties, including data entry, cash reconciliation, and contract cancellations, while working closely with a collaborative team. Strong problem-solving skills and the ability to handle sensitive client matters with care and professionalism are essential.

Key Responsibilities:

• Oversee and manage the collections process for clients

• Deliver outstanding customer service (“Super Duper Service”) with a clear understanding of service level agreements and client relationship protocols.

• Reach out to clients regarding overdue balances, payments, and service-related questions.

• Negotiate payment terms and solutions with clients in accordance with company procedures.

• Maintain account aging in line with company standards.

• Handle client communications and accurately document updates across multiple platforms.

• Prepare and manage the daily pre-authorized debit (PAD) report in Excel for leadership review.

• Investigate and address billing discrepancies and invoice concerns.

• Process payments received via PAD, credit card, or cheque.

• Set up client payment plans in accordance with contractual terms.

• Coordinate with internal departments including service and legal teams.

• Perform a range of administrative and financial tasks as needed.

Performance Expectations:

• Meet individual KPIs and service standards for internal and external clients.

• Deliver strong performance in areas such as customer communication, cash collection, arrears management, direct debit setup, outbound call volumes, debtor aging, and collections efficiency.

• Maintain consistent attendance and punctuality.

Qualifications:

• Minimum of 5 years’ experience in a collections role.

• Strong ability to resolve challenging customer issues with professionalism.

• Outstanding verbal and written communication abilities.

• Advanced analytical thinking and investigative research skills.

Perks and benefits

• Perks: Day off on your birthday, enhanced benefits including health and dental coverage, RRSP Matching Program, downtown location, and increased vacation days based on years of service.

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