Credit Recovery Specialist

Requisition ID: 276350

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! 

What you will be doing: 

The Credit Recovery Specialist is responsible for maintaining a minimal overall delinquency ratio across the Tangerine portfolio, including deposits, loans, and credit cards, based on annual objectives. This includes analyzing client activity for irregularities and ensuring precautionary actions are taken to mitigate losses while adhering to company regulations, credit policies, and procedures.

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

• Manage overall deposit, loan, and credit card delinquency ratios based on annual delinquency targets.
• Resolve assigned daily returned payments by contacting clients by the end of the current business day to determine the reason for arrears, obtain a promise to pay, and document telephone conversations in the appropriate systems.
• Contact clients and use strong negotiation and analytical skills to minimize losses and maximize recovery of past-due accounts.
• Respond to, investigate, and action internal and external email requests concerning delinquent accounts in a timely manner.
• Assist the call centre with escalated problem resolution for delinquent accounts.
• Address customer complaints in a professional and timely manner.
• Issue first and final delinquency notices daily and send them to clients.
• Review and update credit bureau information as required.
• Review, accept, and process bankruptcies, consumer proposals, and credit counselling proposals within prescribed timelines.
• Review accounts and identify all required actions prior to agency placement and write-off.
• Identify and recommend continuous improvement initiatives to increase the efficiency of the Account Recovery Department and maintain or reduce delinquencies.
• Perform other duties as assigned.

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

• Computer literacy, including knowledge of Microsoft Office.
• Strong attention to detail.
• Solid understanding of banking products.
• Proficiency in banking systems, including DAWT, Profile IBS, and Debt Manager.
• Excellent written and verbal communication skills.
• Excellent phone etiquette and negotiation skills.
• Strong organizational skills.
• Strong analytical skills, including the ability to identify problems, validate information, and make recommendations.
• Ability to identify issues and recommend appropriate solutions.
• Sound understanding of collection systems is considered an asset.
• Ability to make decisions in stressful environments.
• Basic knowledge of government compliance, estates, bankruptcy legislation, credit bureau activities, and collection agency contracts and policies.
• Post-secondary diploma or degree.
• Minimum of five years of work experience in banking or the account recovery industry.
• French language skills are considered 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 to invest in your total well-being through our Tangerine benefits.
• You belong here, and we are equal and uncomplicated. Bring your true self to work, dress codes don’t apply here.
• You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.

Location(s):  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.