Customer Payments Specialist Jobs

Join a Challenger

Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you’re not afraid of taking on big challenges and redefining the future, you belong with us. You’ll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.

We are a big (and growing!) family. Overall we serve more than 370,000 people across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than 5 million members. Together we have over $100 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our EQ Bank platform (eqbank.ca) has been named the top Schedule I Bank in Canada on the Forbes World's Best Banks 2023, 2022, and 2021 lists.

The Customer Payments Specialist is responsible for the collection of delinquent payments in a portfolio of residential and commercial mortgages and for educating clients on establishing and maintaining a satisfactory repayment history with EQB.

The Customer Payments Specialist is tasked with the responsibility of minimizing the banks delinquency by attaining a monthly target set by management.

The Work !

• Coordinate with the residential and commercial Renewals Teams to achieve resolution on loans past maturity; follow ups/exceptions due to refinances will take place
• Understand and follow policies, guidelines and procedures
• Handle all outbound and inbound collection calls within stipulated timelines in a professional manner and in accordance with debt collection practices and privacy regulations
• Maintain detailed and accurate notes of all correspondence, payment arrangements, communications and matters of interest on debt collection system
• Work closely with other department to ensure satisfactory collection and payment results such as payment date /payment frequency changes and deferral request
• Establish and record reason for past due accounts
• On a monthly basis, the incumbent will be responsible for the preparation of specific reports on assigned categories
• Review and monitor assigned accounts and all applicable collection reports
• Provide timely follow-up on payment arrangements
• Negotiate payment arrangement to bring accounts current
• Update mortgage system with any information pertaining to client or loan
• Refer files for commencement of legal action once all required collection steps have been taken and within timelines as set by management
• Respond to all electronic correspondence within set timelines

Let's Talk About You !

• Knowledge of PPlus and XRS systems are very much an asset
• Completed a diploma program in a related discipline and have a minimum of 2 years of collections experience
• Ability to show empathy yet remain strong and thick skinned; must be sensitive and handle difficult situations as this is the norm
• Strong attention to detail with an eye for accuracy
• Proficiency in MS Outlook, MS Word, Excel
• Creative, self-disciplined and capable of identifying and completing critical tasks independently and with a sense of urgency
• Experience with HELOC (Home Equity Line of Credit) is preferred but not required
• Ability to balance multiple priorities simultaneously
• Strong negotiation skills are required
• Must work well in a team environment
• Minimum 2 years’ experience in a financial service industry
• Strong organizational Skills
• Ability to work independently and to adapt to a fast changing environment
• Strong communication, problem solving and analytical skills required

What we offer [For full-time permanent roles]

💰 Competitive discretionary bonus

✨ Market leading RRSP match program

🩺 Medical, dental, vision, life, and disability benefits

📝 Employee Share Purchase Plan

👶🏽 Maternity/Parental top-up while you care for your little one

🏝 Generous vacation policy, personal days and even a moving day

🖥 Virtual events to connect with your fellow colleagues

🎓 Annual professional development allowance and a comprehensive Career Development program

💛 A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience

The incumbent will be working hybrid and in office time will be spent working from Equitable Bank’s additional office space located at 351 King Street East, Toronto, ON.

Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone’s diverse experiences and perspectives. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well.

We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond. All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.

We can’t wait to get to know you!