Offers “HSBC”

Expires soon HSBC

Bilingual Collections Hybrid Agent (French/English)

  • Montréal (Agglomération de Montréal)
  • Sales

Job description



HSBC is Canada's leading international bank – there is no one like us in this market.

Our ability to bring our global experience and perspective to evolving trends and issues in Canada has been a tremendous benefit to our clients. With our offer of unique banking solutions, as well as an extensive global network, no one is better placed to support internationally minded individuals and businesses.

HSBC helps companies and individuals across Canada to do business and manage their finances internationally through three global business lines: Commercial Banking, Global Banking and Markets, and Wealth and Personal Banking.

It's through this global connectivity that you will find yourself inspired, collaborating with colleagues not just locally but also across continents and cultures.

Wealth and Personal Banking

We help clients to manage, protect and grow their wealth. We offer a range of services from personal banking, mortgages and loans to investment, savings and wealth management products. Our international network and breadth of expertise enables us to support individuals, families, business owners, investors and entrepreneurs around the world.

Key Objectives for Bilingual Collections Hybrid Agent (French/English) :

· Responsible for collecting in various stages of delinquency and handling accounts by providing assistance to customers. Negotiates acceptable payment arrangements with delinquency customers in order to resolve the issue.
· Agent may be categorized as “Specialized” handling a single function (Collection) within one business line.
· Agent may also be categorized as “Hybrid” handling a single function (Collection) within multiple business lines, or multiple functions (Collection/Care) within a single business line.
· Collector I role is also determined by the level of experience, skill and historical performance within the role. May be considered as an entry level position.
Principle Accountabilities:
· Regularly assists other units within the same function at times of high volumes, such as Inbound or Manual. Hybrid agents may also provide such assistance as required by another department (business line).
· Achieves individual goals in order to meet team and company objectives.
· Promotes and maintains a positive work environment that supports diversity and reflects the HSBC Brand.
· Promote an environment that supports diversity and reflects the HSBC brand.
· Contacts customers at different stages of delinquency, reviews associated reasons for delinquency and obtains relevant customer financial information.
· Identifies potential ways for customers to rectify situation. Proposes various programs and negotiates resolution within assigned authority level.
· Identifies high risk accounts and reviews alternate resolution through legal or settlement action.
· Ensures accurate customer demographic information is documented on the system of record.
· Maintains assigned accounts on the computer system(s). Ensures clear documentation and record of every call. Assigns appropriate account review dates as per department procedures.
· Requests/forwards letters to customers to provide required information or to serve as a confirmation of arrangement.
· Uses various tools such as InfoCanada and credit bureau reports to investigate additional information or trace recent demographics.
· Reassigns specialty accounts to different work queues.
· Escalates customer complaints as deemed necessary and as per internal procedure.
· Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
· Complete other responsibilities, as assigned.

Desired profile



Qualifications :

Knowledge & Experience / Qualifications:
·  A high school diploma or equivalent.
·  Six months collection experience preferred.
·  Excellent communication and interpersonal skills
·  Basic keyboard skills
·  Bilingualism (French/English).
·  Third language preferred.
HSBC Proud

As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC Canada is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.

If this is not the ideal role for you, we invite you to sign up to our talent community so that we can update you about job opportunities and career events in your area of interest. We are always looking for people with purpose and ambition who can help us build the bank for the future. To join, please click here !

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