Bilingual Credit Card Collections Officer - Tangerine - Ottawa or Toronto (Toronto, ON, CA, M2H0A1)

Requisition ID: 275539
Employee Referral Program – Potential Reward: $1,000.00

At Tangerine, we’re redefining banking. As Canada’s leading digital bank, we thrive on innovation, agility, and bold thinking, tackling every challenge head-on with leading technology and the unstoppable power of collaboration. 

Our client-obsessed teams deliver flexible, accessible banking solutions, breakthrough products, and award-winning service. Beyond banking, we’re committed to making an impact in the communities we serve and across our organization. We foster a culture built on integrity, inclusion, and fearless ambition – where diverse perspectives are valued, and people are empowered to do their best work. 

Are you ready to disrupt the status quo? Do you crave challenges that push boundaries? If you’re a high performer looking to accelerate your career and reimagine the banking landscape, this is your moment. 

Let’s shape the future of banking together! 

At Tangerine, we’re redefining banking. As Canada’s leading digital bank, we thrive on innovation, agility, and bold thinking, tackling every challenge head-on with leading technology and the unstoppable power of collaboration.

Our client-obsessed teams deliver flexible, accessible banking solutions, breakthrough products, and award-winning service. Beyond banking, we’re committed to making an impact in the communities we serve and across our organization. We foster a culture built on integrity, inclusion, and fearless ambition, where diverse perspectives are valued, and people are empowered to do their best work.

Are you ready to disrupt the status quo? Do you crave challenges that push boundaries? If you’re a high performer looking to accelerate your career and reimagine the banking landscape, this is your moment.

Let’s shape the future of banking together!

About the role

As a Collections Officer, you will be responsible for managing delinquent accounts within Tangerine’s Credit Card portfolio. You will work directly with clients to understand their individual circumstances, identify appropriate solutions, and establish payment arrangements while balancing the needs of the client with the Bank’s policies and risk considerations.

You will manage accounts at various stages of delinquency, including early-stage, late-stage, and charged-off accounts, while delivering a human, straightforward, and knowledgeable client experience.

What you will be doing:

As part of the Collections team, you will engage directly with clients to help resolve overdue credit card accounts. Using strong communication, negotiation, and problem-solving skills, you will work with clients to understand their financial circumstances and identify appropriate payment solutions.

You will also be responsible for accurately documenting client interactions, following up on payment commitments, identifying potential risks, and ensuring all collection activities are completed in accordance with regulatory requirements and Bank policies.

Is this role right for you? In this role you will:

• Provide human, straightforward, and knowledgeable service to clients while building trust and delivering a positive experience.
• Contact clients regarding delinquent credit card accounts through telephone, email, letter, and other approved channels.
• Understand each client’s financial circumstances and identify appropriate solutions based on established collection practices, policies, and procedures.
• Discuss and negotiate payment arrangements, including revised or reduced payments and alternative payment terms when appropriate.
• Assess clients’ ability to meet negotiated payment commitments and follow up on outstanding arrangements.
• Address and resolve client questions, concerns, and complaints related to accounts in arrears.
• Identify potential risk, unusual activity, or suspected fraud and escalate appropriately.
• Make sound decisions when accepting, rejecting, or proposing amended payment terms and settlements in accordance with Bank policies.
• Maintain accurate and timely documentation across applicable Bank and collection systems.
• Protect the confidentiality and integrity of client information and adhere to applicable AML, KYC, Privacy, regulatory, and internal Bank requirements.
• Actively participate in coaching sessions, team meetings, training, and cross-training initiatives.

Hiring & Work Details:

Location: Ottawa or Toronto, Ontario

Position Status: Full-time

Work Schedule: Monday to Friday, with shifts scheduled between 8:00 a.m. and 6:00 p.m.

Candidates must be available to work a variety of shifts within this scheduling window based on business needs.

Do you have the skills that will enable you to succeed in this role? We’d love to work with you if you have:

• Strong oral and written communication skills in both English and French.
• Previous collections experience.
• Strong client service skills with the ability to navigate sensitive or challenging conversations professionally and empathetically.
• Strong negotiation, problem-solving, and conflict-resolution capabilities.
• Ability to assess a client’s financial circumstances and identify appropriate payment solutions.
• Strong organizational and time-management skills with the ability to effectively manage account follow-ups.
• Ability to exercise sound judgment while adhering to established policies and procedures.
• Comfort working with Microsoft Word, Outlook, internet-based applications, and collection systems.
• Post-secondary education and a minimum of one year of experience collecting delinquent or overdue accounts, preferably within the financial services industry.
• Knowledge of retail banking products, services, and collection processes is an asset.
• Experience with predictive dialer and payment collection systems is an asset.
• Knowledge of the TSYS collection system is an asset.

What’s in it for you?

• You will be part of a diverse and inclusive team of client-focused go-getters looking to learn from each other in an environment that celebrates and recognizes success!
• You will have access to thousands of online and in-person courses so you can shape your career growth with support from diverse industry leaders.
• You will get our help to save for your future and invest in your total wellbeing through our Tangerine benefits.*
• You belong here. We are equal and uncomplicated. Bring your true self to work.
• You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.

Tangerine employees participate in Scotiabank’s pension & benefits programs (available to permanent employees).

Location(s):  Canada : Ontario : Ottawa || Canada : Ontario : Toronto

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.