Bilingual Outbound Client Relations Representative

City: Calagry, ON, Canada
Title: Bilingual Outbound Client Relations Representative
Category: Management & Professional
EmploymentType: Permanent
Staffmax is looking for a Bilingual Outbound Client Relations Representative for a client in the retail automotive leasing industry. If you have experience making outbound calls with courtesy and professionalism, we would love to hear from you!

Where: Calgary, AB - remote work available
Wage: $42,000 - $45,000/year + Benefits 
Job Type: Permanent, Full-Time
Hours: Range from 7am to 7pm, Monday to Friday

There are two main streams of outbound calls – Insurance Tracking and End-of-Term. A representative may be hired to handle one-stream and cross-trained to effectively handle both streams of outbound calls.

Insurance Tracking (Outbound)
  • Make outbound calls to obtain adequate insurance policies. If the lessee is not insured, advise that they must provide confirmation of full insurance coverage.
  • Make outbound calls to brokers. Confirm coverage with the broker to ensure the policy they send will meet the company’s requirements.
  • Conduct regular follow ups on assigned default accounts.
  • Contact lessees to advise of the consequences of not providing the full insurance information.
  • Send demand letters and final notices via Registered Mail if the policy information is not received.
  • Ensure to keep insurance default statuses up to date
  • Forward accounts for repossession review where confirmation of insurance has not been received and final notice has expired.
  • Handle the Insurance Default inboxes daily.
  • Other duties as assigned.
End-of-Term (Outbound)
  • Making outbound calls to Lease Customers at 60 and 30 days prior to maturity
  • Making outbound calls on Excess Wear & Tear Invoices
  • Provide guidelines to lessees and ensure that proper procedures & scripts are being adhered to on every call
  • Answer customer queries pertaining to the End of Lease process
  • Explain Inspection guidelines to lessees to avoid potential issues at lease return
  • Respond to assigned e-mails in a timely manner
  • Follow-up daily on the assigned Maturity Accounts and update system notes for each call made
  • Gather lessee’s intent regarding Leased Vehicle.
  • Assist Dealers with any queries regarding the end of lease process and inspection requirements
  • Apprises Team Lead and or Manager on escalations, issues, concerns, dealer/lessee complaints and trends
  • Aim at resolving most issues with first call resolution • Answer transferred Queue calls
  • Process return mail
  • Follow-up on inspections with dealers and lessees
  • Other duties as assigned
  • 1+years outbound calling experience is preferred
  • A high school diploma or equivalent is required (post-secondary education preferred)
  • Fluency in both verbal and written English and French is required
  • Previous experience in a customer service call centre is required
  • Attention to detail
  • Ability to plan, organize and multi-task
  • Able to work independently
  • Maintaining a positive, empathetic, and professional attitude toward clients always
  • Strong verbal and written communication skills
  • Target-and- results-oriented, good natured and able to work under pressure
  • Driven to achieve performance success and enjoy working in a fast-paced environment
  • Able to deal with confrontation in a professional manner
  • Demonstrated experience with MS Word, Excel, and Outlook
  • Advanced keyboarding skills (40 wpm or better).
We thank everyone who applies. However, only those selected for an interview will be contacted. 
Staffmax Staffing & Recruiting