Collections Agent (Senior)

Job Summary:
As a collections agent, you will be responsible for contacting customers with overdue accounts in order to recover outstanding balances, in compliance with applicable laws and regulations in Canada and the United States. You will work within a structured, performance-driven team under the supervision of the collections manager in close collaboration with the leadership team based in Montreal, Canada.

Will work on Montreal timeline.
Remote work 100%.
Will need a computer, 2 screens, and a mic.

Main Responsibilities:
1. Collection Activities
• Make outbound calls and handle inbound calls with customers who have overdue accounts
• Negotiate payment arrangements, extensions, and settlements within established policies
• Follow approved call scripts and internal procedures
• Maintain a professional, respectful, and compliant tone always
• Manage a daily volume of assigned accounts based on portfolio priorities
2. Documentation and Follow-Up
• Accurately document all interactions in the account management system (CRM)
• Update account statuses, promises to pay, and arrangements made
• Maintain rigorous follow-up on payment commitments (Promise-to-Pay)
• Escalate complex, sensitive, or high-balance accounts to the manager without delay
3. Compliance and Risk Management
• Always comply with Canadian provincial debt collection laws
• Comply with the U.S. Fair Debt Collection Practices Act (FDCPA), where applicable
• Adhere to privacy protection and data confidentiality policies
• Identify and escalate complaints, sensitive regulatory situations, or high-risk cases
• Never use coercive, misleading, or non-compliant practices
4. Individual Performance
• Achieve and maintain the performance indicators (KPIs) established by the leadership team
• Actively participate in coaching sessions, team meetings, and training
• Accept constructive feedback and implement improvement plans
• Contribute positively to team culture and the achievement of collective goals

A bonus is proposed according to the performance.