Customer Account Representative - Contract

Volkswagen Financial Services, a wholly-owned subsidiary of Volkswagen Group, is the trusted key to mobility for its brand partners. We are committed to supporting the Audi, Ducati, and Volkswagen brands and their Dealers, specializing in providing accessible mobility solutions for its Customers. The company’s offerings include Retail Leasing, Retail Financing, Commercial Financing for new and used vehicles, and End-of-Term vehicle disposition.

Role Summary

The incumbent of the position is responsible for the protection of the Company’s assets - retail and lease portfolio - by ensuring that customers make payments in a timely fashion and meet their contractual obligations.

Key Responsibilities

• Handle customers with past due accounts on a timely basis to optimize loss prevention;
• Approve extensions on loan/Deferral on lease contracts up to two months;
• Adherence to collection guidelines and various laws pertaining to collection activities;
• Work to in protecting the company’s interest with outside suppliers (legal counsel, bailiffs, lawyers etc. )
• Request authorization of payments for bailiffs, towing company, storage, collection agencies, etc.;
• Complete all documents related to closing repossession files;
• Assist Customer Care representatives and Insurance Specialist as required;
• Be an educational and operational resource for customers in leasing and financing;
• Participate in the performance of other duties and assignments at the request of the Customer Accounts Supervisor and Manager
  
  

Formal education

• DEC required
• Bachelor degree (in Finance, Management, Business Administration), an asset.
  
  

Experience

• Minimum 3-5 years of experience in collections is required
• Experience with negotiation is required.
  
  

Skills

• Strong oral and written communication skills including excellent telephone skills and techniques;
• Attentive to details as well as its accuracy;
• Work with minimum supervision;
• Ability to manage multiple priorities and tasks at the same time
• Ability to promote a cooperative environment and to build team cohesiveness;
• Excellent negotiation skills and able to take decisions
• Excellent customer service skills
• Excellent time management skills
• Good knowledge of MS Office (Word, Excel);
• Strong interpersonal skills;
• Results oriented.
• Fluent in both English and French
• General knowledge of an automobile retail operation
• General knowledge of accounting and collection practices
  
  

Work schedule

• Day shift: Monday to Friday 8a.m to 6:00p.m
• Must be available to work on different shifts if required.
• Temporary Assignment for 12 months