• Type de poste : Permanent
• Zone géographique : Ontario, RGT (incl. Mississauga et Oshawa)

• Secteur d'emploi : Comptabilité, finance et assurance
• Fonction principale :
  • Agent de recouvrement
• Spécialisation(s) : *Général

When you join Yellow Pages Group, you join a Canadian leader that prides itself on the quality of its products and the high caliber of its employees. At Yellow Pages Group, over 2,000 dynamic women and men find the challenges, training and resources required for a truly rewarding career. Our employees are part of a professional environment driven by a world-class brand, innovative marketing and cutting-edge technology. As the country's largest publisher of print and online directories, Yellow Pages Group's mission is to find the best seller for each buyer.

Bilingual Client Relations Representative

Yellow Pages Group is the Canadian leader in the directories business. Our mission is to connect buyers and sellers. Yellow Pages Group markets and distributes print Yellow Pages? directories and the alphabetical pages, and manages Canada's leading electronic directories YellowPages.ca? and Canada411.ca.

Scope:
The successful candidate will manage information relative to accounts in arrears and subsequent outcome of account investigation and negotiation with clients.
Additionally, you will manage account "flags" and determine the action required on individual accounts. In this position, you will be supporting client relations managers as well as managing a list of accounts for those who will be disallowed future advertising.

Job Responsibilities
1. Extract data for accounts from the agencies by creating and maintain reports on a weekly basis by Book on non-performing accounts, which track monies collected on account which been escalated and worked by prior collections (Soft collection and now pat due 121 ) & revenue loss due to denial of accounts .(NPA)
2. The rep must contact by phone all assigned accounts in a timely fashion in accordance to the schedule to collect outstanding balances (up to $2500) and assess any situation. Once the situation is resolved to both the customer and the company's satisfaction, the CRR must engage in a negotiation with the customer to pay all of the outstanding balance.
3. Extensively collecting/negotiating on respective accounts and making the decision to deny (not publish) an account.
4. Handle internal enquiries and complaints, working with client relations managers based at home.
5. Ensuring that accounts to be denied are put through entire process (calls, letters, cancellation of advertising etc?)
6. Ensure that denied process and procedures are respected
7. Maintain & follow-ups on customer base (tool)
8. Maintain contact date below 15 days
9. Handle and address complaints from customers
10. Rectifying issues and concerns by customer
11. Request to initiate claims, address & have corrected billing issues
12. Customer account reconciliations, etc.
13. In the assessment of any situation, the rep is expected to work with other internal departments (such as sale, customer service, business service group, finance and A&R ) and external agents (related to the company or not) in order to settle any issue which impedes the customer's willingness to pay.
14. When the revenue can no longer be saved, the rep is expected to advise the customer that he will no longer be published and recommend any and all action best suited to recuperate our outstanding accounts receivable. These actions may include without limiting the generality: undertake legal proceedings, send the account to a third party for collections or to a skip tracing unit to locate the debtor or the assets of debtor, bankruptcy proceedings or hearings.
15. Manage the clerical tasks which are assigned by the Client Relation Manager so they are able to best service the customers.
16. Investigate (0669) - telephone #, deleted links and any other service, review contracts, pulled Credit Bureau and check SUN billing system on accounts for any amounts outstanding.
17. Ad hoc reports as required

· 4-5 years strong collections experience
· Advanced knowledge of Excel
· Knowledge of Word
· Ability to manage deadlines and high volumes of work
· Ability to provide exceptional customer service in potentially challenging situations is essential
· Excellent organizational and negotiation skills
· Ability to handle multiple priorities and multi-tasking
· Detail-oriented
· Able to convey the value of our services to encourage clients to maintain a win-win business relationship
·Strong knowledge of Excel, Word Access programs

We thank all interested applicants; however, only qualified candidates will be contacted.For more information, please visit our website at www.ypg.com

Groupe Pages Jaunes, qui est le plus important éditeur canadien d’annuaires imprimés et électroniques au Canada. Notre mission est simple, d’être le choix #1 pour relier acheteurs et vendeurs. Nos employés sont un élément d’un environnement professionnel caractérisé par une marque de calibre mondial, un marketing innovateur et une technologie de pointe. En entrant au service de Groupe Pages Jaunes, on joint les rangs d’un chef de file canadien qui s’enorgueillit de la qualité de ses produits et des compétences de son personnel.