Bilingual (French/English) Customer Service Representative - Account Maintenance (Early Stage Collections)

Working within a dynamic team and supporting a broad network of Ford/Lincoln dealers, the Bilingual (French/English) Customer Service Representative - Account Maintenance plays a critical role in managing early-stage delinquency portfolio.

In this role, you will work directly with customers to understand the root causes of account delinquency, negotiate sustainable payment arrangements, and provide professional expertise to help customers get back on track.

Your main responsibilities will include:

• Managing early-stage delinquency by proactively contacting customers with past-due accounts to identify reasons for delinquency and provide tailored solutions to resolve outstanding balances.
• Negotiating payment solutions using professional negotiation and probing techniques to secure payment commitments, establish firm payment arrangements, and offer financial tools or programs that support account rehabilitation.
• Problem-solving and analysing account history to understand the customer's financial situation and determine the most effective course of action to mitigate loss.
• Following established procedures and adhering to Ford Credit's policies and guidelines for your work area, ensuring consistency and quality in service delivery.
• Delivering professional representation as a brand ambassador for Ford Credit, resolving sensitive financial situations with a balance of empathy, firmness, and professionalism.
• Adapting and pivoting to manage a high volume of inbound and outbound calls in a fast-paced environment, adjusting quickly to changing priorities and account cues.
• Participating actively in team meetings, sharing insights, and collaborating with colleagues.
• Engaging in constructive feedback, being comfortable both giving and receiving feedback from peers and supervisors in a positive, professional, and helpful manner to support continuous improvement.
• Supporting team and company goals by demonstrating flexibility and a willingness to take on new tasks or adapt to changes that help Ford Credit and the organization achieve its objectives and improve overall service quality.
• Using company resources responsibly, utilizing company email and internet access in accordance with established company policies.

The expected annual salary for this Ford Credit Canada position is $45,760.00 - $53,872.00, and individuals may also be eligible to participate in our Quarterly Flexible Bonus Rewards program.