Account Manager, Collections

Overview

This role is focused on helping customers negotiate repayment solutions when financial setbacks occur. You’ll work in a fast-paced, high-performing environment, using strong communication, decision-making, and negotiation skills to resolve issues, retain customers, and meet daily and monthly targets.

Responsibilities

• Negotiate repayment solutions for customers experiencing financial setbacks, with a focus on retention
• Work with a high-performing team to exceed individual daily and monthly targets
• Accept, reject, or offer amended payment terms and settlements using strong decision-making
• Respond promptly to inquiries and de-escalate difficult situations, turning potentially negative experiences into positive outcomes
• Manage multiple files simultaneously while maintaining detailed, accurate records (multitasking required)
• Take full accountability for collections-related member questions and concerns, including being knowledgeable about policies and procedures
• Monitor and resolve payment-related discrepancies
• Act as a brand ambassador for Mogo by regularly using the product suite, sharing the brand with friends and family, and providing feedback for improvements

Requirements

• Mission-driven and self-motivated
• Ability to maintain focus and prioritize core responsibilities
• At least 1+ years of experience working in collections/AR, first or third party
• Experience in a high volume, performance-driven (KPI/Target based) contact centre is a plus
• Comfortable using MS Office (Word, Chat GPT, Outlook, and Excel) and Windows operating systems
• Excellent verbal and written communication skills
• Strong negotiation and conflict resolution skills
• Committed to going above and beyond to find solutions for customers
• Passion for personal finance and helping people make positive financial decisions
• Reliable internet and ability to work from home (computer, monitor, phone, etc. are provided)

Compensation & Benefits

• Base salary: $35,000 - $37,960 CAD (dependent on province of employment) plus commissions
• Generous commission structure
• Regular set 8 hours Monday to Friday
• Fully Remote Work (flexible remote work supported by the tools and resources needed to succeed)
• Comprehensive health benefits: medical, dental, and vision coverage plus a Health Spending Account
• Stock Options
• Flex Vacation (paid time off, including vacation and personal days)
• Wellbeing Programs, including counselling services and mental health support

Location

• Fully remote work; employment province affects base salary (dependent on province of employment).