Cricket Energy Holdings Inc

Collections Team Lead

Vaughan, ON

full time

On-site

Oil and Gas

About This Job

ROLE

Reporting to the Manager of Customer Care, the Collections Team Lead supports Collections-focused initiatives and team members. The Collections Team Lead enables a high standard of service and ensures team objectives are met.

RESPONSIBILITIES

Essential Duties and Responsibilities include, but are not limited to the following:

•

End to end process related to liens, which includes calling customers, collecting receivables and tracking all accounts in preparation for prelien/lien.

•

Manage collection agency reporting.

•

Respond to emails and all inbound calls specific to lien inquiries.

•

Process all lists and notices utilized within the lien and disconnection process.

•

Provide support to Collections team members on day-to-day operations.

•

Assist the Leadership Team with the implementation of new initiatives and overall process improvements

•

Assist Customer Care Manager with all collection escalations.

•

Act as a liaison with other departments requiring clarification on issues related to customer service and collections including billing, payment processing and new services.

•

Provide ongoing guidance, coaching, training to all Collections representatives on handling complex customer situations.

•

Any and all other duties as assigned to meet team objectives.

REQUIREMENTS

•

Minimum education of a secondary school diploma

•

Completion of post-secondary degree or diploma preferred

•

A minimum of three (3) years’ work experience for a utility provider

•

A minimum of three (3) years’ work experience in Collections

•

Minimum 3 years in a management or supervisory capacity

•

Proficient in MS Office

•

Ability to deliver exceptional service in a fast paced and changing environment

•

Strong written & oral communication skills

•

Strong leadership skills with the ability to engage and motivate team members while ensuring accountability for results

•

Self-motivated, well organized and the ability to learn quickly

•

Excellent interpersonal skills while resolving customer escalations/issues

•

Energetic team player

WORKING CONDITIONS

•

Office environment with frequent sitting at a desk

•

Manual dexterity required to use desktop computer and peripherals.

•

Overtime as required.

•

Lifting or moving up to 10lbs may be required.

The Company has created policies and procedures to meet the required Accessibility Standards under the Accessibility for Ontarians with Disabilities Act. 2005. Our Accessibility policies are available in a number of formats. Should you wish access to these documents, or should you require any accommodations, please contact Human Resources.

Collections Team Lead

About This Job

ROLE

RESPONSIBILITIES

REQUIREMENTS

WORKING CONDITIONS

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