Recovery Service Operator and Redemption Rep – Etobicoke, ON

About the position:

We are looking for a Recovery Service Operator and Redemption Representative to join our Etobicoke Operations team with the key focus on answering service calls and managing all redemptions in-house.  This position will report to the Team Lead, Legal Operations in Toronto.

Primary responsibilities include:

  • Responsible for answering the phone, courteously greeting callers, establishing reason for calling and answering questions
  • Resolving issues by conflict resolution and/or directing their requests to the appropriate person within the department that can help the customer
  • Work with the recovery representatives to obtain necessary documentation from customers for redemption appointments
  • Manage the redemption calendar, schedule and facilitate all in-house redemption
  • Follow recovery process and apply all applicable rules
  • Interact with client customers and ensure all paperwork are completed during appointments to ensure that company obligations are met
  • Support the corporate quality and continuous improvement process
  • Perform necessary tasks related to quality control parameters
  • Other administrative duties, as required


  • Some post-secondary education and a background in Collections preferred.
  • 3+years of customer service experience (ideally in Collections), dealing with challenging customer interactions independently and ability to de-escalate situations
  • Demonstrated proficiency in reading comprehension and basic mathematical skills, written and oral communication, excellent telephone etiquette and ability to think quickly on your feet.
  • Attention to detail, teamwork, problem solving, decision making, critical thinking, job task planning and organizing, computer use, continuous learning with strong conflict resolution.
  • Experience using Windows, General office equipment, Microsoft Outlook, Microsoft Word, Microsoft Excel, Internet Explorer
  • Ability to work in a fast-paced environment, work under pressure, tight deadlines

How to apply:  Please email your resume and cover letter to [email protected]. This positing will remain active until the position is filled.  Only those candidates selected for an interview will be contacted.