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Position: Bilingual Customer Service Representative
Reports to: Supervisor, Customer Service & Remarketing
Company: Porsche Financial Services Canada
Location: Toronto, ON
Date Posted: January 2018

Position Objective:

Responsible for Customer Service, Remarketing, and Collections activity made through inbound and outbound phone contact with Canadian French and English speaking retail and lease customers. Additional contact with the Company’s US parent affiliates, Canadian head office, and franchise dealers , vendors, and the Company’s field personnel to resolve complaints, issues, and ensure complete customer service satisfaction of customers. Contribution to department and company projects related to efficiency improvements and enhanced customer service.

Job Description:

  • Provide professional and courteous assistance in daily business interactions with both internal and external customers, dealers, vendors, and outside companies
  • Provide high quality and timely interaction with Company management, customers, dealers, and vendors to contribute to a first rate customer experience
  • Administrative transactions and customer correspondence request in an efficient and effective manner
  • Use available phone system tools to provide necessary coverage to maintain the targeted service level metrics
  • Responsible for Canadian delinquent accounts of under 46 days past due for resolution of the default
  • Ensure collection, recovery, and repossession efforts are conducted within company guidelines and various Canadian province statutory regulations
  • Monitor and resolution of Canadian insurance defaults received by the vendor
  • Monitoring of paid-in-full activity by dealers to ensure timely receipt and release of PPSA
  • Responsible for handling lease end accounts within 120 days of maturity for Canadian English and French speaking customers to ensure the return of the vehicle, payoff, or other options prior to the scheduled maturity date
  • Provide coordination of remarketing activities with franchise Canadian dealerships
  • Utilize available tools to impact and attain specified auction avoidance goals
  • Analyze scheduled maturities for exposure to residual value loss and provide management with loss mitigation strategy recommendations
  • Maintain follow-up for the collection of excess wear & tear, mileage, termination and any other outstanding fees
  • Prepare account settlement worksheets upon receipt of all proceeds/outstanding fees and complete file closeout procedures
  • Ensure local limits of authority are followed
  • Ensure all Canadian mail that is processed in a timely manner

Qualifications:

  • In depth knowledge of FDCPA, FCRA, ECOA and Federal Privacy laws
  • 1 year auto finance experience
  • 3+ years’ experience in customer service
  • Fluency in French, preferably French Canadian
  • Commitment to excellence — quality driven
  • Proficient written and verbal communication skills
  • PC experience required (Windows, Word, Lotus)
  • Customer service oriented

Education:

  • High school graduate, College degree preferred; or equivalent experience


Reply in confidence to:

Ian K. McEwen
President

Email: ian@marckisgroup.com

in addition, place the position for
which you are applying in the sub-
ject line of the email.

When applying, please include:

  • your resume
  • your cover letter outlining your key
    experience for the position

THE MARCKIS GROUP

2600 Skymark Ave.
Bldg. 5, Suite 103
Mississauga, ON
L4W 5B2

Tel: 905.290.0911 X. 222
Cell: 416.918.2458
Fax: 905.290.0914
TF: 1.866.MARCKIS (627.2547)

WWW.MARCKISGROUP.COM

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