*** PLEASE NOTE THIS IS A REMOTE ROLE**
Honda Canada Finance Inc. (HCFI) is seeking an Inbound Recovery Representative to join our Account Services team. In this role, you will act as a trusted advisor to customers, providing solutions and support during challenging financial and life events while helping minimize credit losses and protect company assets.
The Inbound Recovery Representative serves as a primary point of contact for customers requiring assistance with delinquent accounts, payment arrangements, payment deferrals, repossession inquiries, total loss account servicing, estate administration, and general account inquiries. This role balances exceptional customer service with sound risk management practices to achieve positive customer and business outcomes.
Responsibilities
Customer Account Management
- Handle inbound customer inquiries regarding account balances, payment history, payment processing, payout quotes, and account status.
- Review customer accounts and identify appropriate solutions based on account status and customer circumstances.
- Accurately document all customer interactions and account actions in servicing systems.
- Administer documentation letters, waivers, and policy validation.
Payment Assistance & Delinquency Management
- Negotiate payment arrangements and account resolutions for delinquent customers.
- Assess financial hardship situations and recommend appropriate solutions within established authority levels.
- Process and administer payment deferrals in accordance with company policies and procedures.
- Educate customers on available account options and the impact of non-payment.
Repossession & Recovery Support
- Respond to customer inquiries regarding repossession status, redemption requirements, reinstatement options, and recovery processes.
- Review high-risk accounts and identify appropriate recovery actions.
- Assist in minimizing losses through effective account management and resolution strategies.
Total Loss Account Servicing
- Intake customer inquiries related to vehicle total loss situations.
- Provide customers with updates regarding the status of their account following a total loss event.
- Explain deficiency balances and available payment options after insurance settlements have been completed.
- Negotiate payment arrangements on outstanding deficiencies where applicable.
Estate & Deceased Customer Administration
- Intake notifications regarding deceased customers.
- Provide compassionate support to family members, executors, and estate representatives.
- Explain account obligations, required documentation, and available resolution options.
Bankruptcy & Insolvency Support
- Intake notifications regarding customer bankruptcy and insolvency.
- Support bankruptcy and insolvency processes.
Customer Experience & Continuous Improvement
- Deliver exceptional customer service while handling sensitive and complex customer situations.
- Meet departmental service levels, quality and privacy standards, productivity goals, and recovery objectives.
- Identify and share process improvement opportunities and best practices.
- Participate in ongoing training, coaching, and development activities.
- Perform additional duties and special projects as assigned.
Qualifications
- Post-secondary education or equivalent work experience
- 2+ years of experience in financial services, collections, or account management
- Strong understanding of collections, insolvency, or asset recovery processes (an asset)
- Bilingual (French/English) required
- Proven ability to negotiate, analyze, and make sound decisions in complex situations
- Strong communication and interpersonal skills with a customer-focused mindset
- Ability to work independently in a fast-paced, performance-driven environment
- High attention to detail with strong organizational skills
- Collaborative approach with internal and external stakeholders
HIRING PRACTICES
The salary range for this position is $50,800-$60,325 CAD. Individual salary within this range is determined by a variety of job-related factors, including education, experience, knowledge, and skill set.
This is a work-from-home position that requires employees to work-from-home five days per week (with a hoteling workspace when attending the assigned company office on occasion).
As this role supports clients and dealers nationwide, bilingual (French/English) proficiency is required.
This posting is for an existing vacancy that Honda Canada Inc. is actively seeking to fill.
Honda Canada Inc. does not use artificial intelligence (AI) in its recruitment or candidate selection processes.
Honda Canada Inc. is committed to providing accommodations during the recruitment process for applicants with disabilities, upon request. Accommodations will take into account the applicant’s accessibility needs. If you require accommodation at any time during the recruitment process, please email Human Resources at accessibility@honda.ca or call (905) 888-4331
