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COLLECTIONS OFFICER

Job ID: 51810

Job Category: Finance, Accounting & Purchasing

Division & Section: Policy, Planning, Finance & Admin, PPF&A Financial Management

Work Location: Metro Hall, 55 John Street, Toronto

Job Type & Duration: Full-time, Permanent Vacancies 

Hourly Rate: $35.17- $38.53

Shift Information: Monday to Friday, 35 hours per week

Affiliation: L79 Full-time

Number of Positions Open: 2

Posting Period: 14-NOV-2024 to 28-NOV-2024

Job Summary:

To perform varied functions related to collecting of pre-default fines and recovery of outstanding defaulted amounts adhering to relevant legislation such as the Collection Agencies Act as well as City of Toronto operating policies and procedures.

Job Responsibilities:

  • Initiates pre-collection contact with customers before accounts become delinquent and ensures customers information in database is kept up-to-date.

  • Reviews various accounts and reports for accuracy. Requests revisions as necessary.

  • Utilizes multi-screens, telephones, written communication to respond to customers, collection agencies, legal team, co-workers and other interested parties.

  • Makes calls and collection contacts with customers to keep customers within the City's payment terms.

  • Follows up on all accounts, including suspended and delinquent accounts, in order to communicate payment terms and expectations to customers.

  • Establishes effective payment arrangements by assessing the debtor's financial viability in connection with legal services staff and follows through on individual payment agreements to ensure compliance.

  • Provides information in response to enquiries/complaints made by clients.

  • Achieves, maintains and or exceeds collection forecasts to minimize bad debt by working closely with customers, collection agencies and others.

  • Maintains logs on all outstanding customer issues.

  • Handles and resolves complaints about payment and accounting issues.

  • Liaises with Corporate Legal Services and makes recommendations on enforcement action.

  • Investigates customer credit rating based on various credit reports.

  • Generates collection letters in an attempt to secure account settlement or resolution.

  • Work on delinquent accounts in preparation for third party intervention.

  • Prepares weekly or monthly reports on delinquent accounts and make recommendations to Manager and senior team members on appropriate enforcement action.

  • Analyzes aging and liquidity reports and advises on appropriate account assignment and collection methods.

  • Liaises with Collection Agencies and provide recommendations on items eligible for write-off.

Key Qualifications:

Your application must describe your qualifications as they relate to:

  1. Considerable experience in collections, database management, investigation and account settlement.

  2. Considerable experience working on and communicating payment terms and generating collection letters.

  3. Considerable experience with Microsoft Office, (Word, Excel, Access, Power Point).

  4. Extensive customer service experience dealing with the public, by phone and mail.

  5. Considerable experience working in a high volume call/contact centre environment.

You must also have:

  • Excellent communication and interpersonal skills with the ability to correspond and interact with staff in other Divisions, Collection Agencies, Councilors, and representatives from external agencies and organizations in a clear, efficient, diplomatic, discrete and professional manner.

  • Good organizational skills, and the ability to work in a high pressure, multitask, high volume team-oriented environment with minimal supervision.

  • Familiarity with Collection Agencies Act and City policies and procedures to maximize collections.

  • Ability to set up and accurately maintain manual and computerized filing systems.

  • Acquired investigative and or tracing techniques coupled with conflict resolution skills.

  • Familiarity with government legislation.

  • Ability to work flexible and/or varied work hours.

  • Ability to work with Third Party Collection Agencies and or Legal Professionals

 

NOTE TO INTERNAL FULL-TIME AND PART-TIME CITY OF TORONTO EMPLOYEES:

City of Toronto employees must apply to full-time or part-time employment opportunities posted on the City's Internal Job Posting Portal.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.

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