Description
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 our early-stage delinquency portfolio. In this role, you aren't just providing service; you are a financial problem-solver. You will work directly with customers to understand the root causes of account delinquency, negotiate sustainable payment arrangements, and provide the professional expertise needed to help our customers get back on track while working to advance Ford Credit Canada's reputation as a customer-focused lender, providing personalized service and professional expertisevention.
Responsibilities include:
Managing Early-Stage Delinquency: Proactively contact customers with past-due accounts to identify reasons for delinquency and provide tailored solutions to resolve outstanding balances. Negotiating Payment Solutions: Use 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 & Analyze: Review account history to understand the customer's financial situation and determine the most effective course of action to mitigate loss. Follow established procedures: Adhere to the Ford Credit's policies and guidelines for your work area, ensuring consistency and quality in service delivery. Deliver Professional Representation: Act as a brand ambassador for Ford Credit, resolving sensitive financial situations with a balance of empathy, firmness, and professionalism. Adapt & Pivot: Manage a high volume of inbound and outbound calls in a fast-paced environment, adjusting quickly to changing priorities and account cues. Be an active team member: Participate actively and contribute to team meetings, sharing insights and collaborating with colleagues. Engage in constructive feedback: Be comfortable both giving and receiving feedback from peers and supervisors in a positive, professional, and helpful manner to support continuous improvement. Support team and company goals: Demonstrate flexibility and a willingness to take on new tasks or adapt to changes that help the Ford Credit and the organization achieve its objectives and improve overall service quality. Use company resources responsibly: Utilize company email and internet access in accordance with established company policies.