Senior Process Associate - Voice - LTC - Collections & Helpdesk

About the role

This role focuses on managing customer interactions for collections and helpdesk processes within a team environment. The individual is expected to demonstrate developing proficiency in handling complex calls, maintaining accurate records, and supporting team training initiatives. They contribute to the effectiveness of collections and customer service operations by applying foundational communication and process skills.

What you'll do

• Apply LTC-Collections & Helpdesk skills using telephony systems to manage inbound and outbound customer calls for collections
• Support the collections process by monitoring accounts through internal tools, identifying overdue payments, and updating customer records accurately in the system
• Use customer service support skills to address routine inquiries, troubleshoot standard OTC process issues, and document all interactions in the designated CRM platform
• Participate in process improvement activities by providing feedback on call handling practices and suggesting ways to enhance efficiency within the team
• Assist with onboarding and training of new team members by sharing foundational knowledge and demonstrating effective call handling techniques

What you need

• Collections
• Customer service
• Accounts receivable
• CRM
• Process improvement
• Documentation
• Chartered Accountant