About Us

Peninsula Employment Services Limited (Peninsula) is a provider of external human resources solutions, including employment relations advice, and health and safety advice to small and medium-sized businesses located throughout Ontario. Peninsula is a division of Peninsula Business Services Limited, based in Manchester, England. Peninsula currently operates in the U.K., Ireland, Australia, New Zealand and most recently, Canada, and employs over 1,500 people globally. Peninsula opened its Canadian office in September 2017 and has quickly become one of the fastest growing companies in Ontario, Alberta and British Columbia.

About the role

This role involves working within the Customer Solutions department at our Downtown Toronto Head Office, actively responsible for collections.

The position is suitable for an individual who is diligent, proactive and an excellent communicator, who can work in a diverse yet structured environment. The post holder will have relevant experience in collections and customer service and will enjoy the challenge of assuming responsibility for several different processes including data entry, cash reconciliation, and cancellation of contracts within a supportive team environment. The role requires an investigative mindset towards problem-solving and dealing with sensitive client-related situation.

Responsibilities

• Take full responsibility for the efficient collections for Peninsula Canada clients
• Providing Super Duper Service when engaging directly with a full appreciation of the SLA's and relationship management that apply in each specific case
• Contacting clients in relation to their overdue accounts, payment, and service queries
• Negotiating with debtors according to company protocol for resolution (i.e., explanation of collection procedures and discussion of payment options)
• Ensure aging is in good standing as per company policy
• Manage incoming correspondence and make necessary notes across various systems
• Preparation of daily PAD excel file to process for management
• Investigate and resolve invoice-related issues
• Process incoming customer payments through PAD, credit card and cheque
• Setting up payment schedules accordingly to the contract payment terms
• Liaise with clients, service, and legal departments
• Various administrative/finance tasks
• This is not an exhaustive list of responsibilities

Role Metrics

• Adherence to individual Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for internal and external stakeholders.
• Excellent Client Engagement, Cash Collection, Rescheduling Arrears, Direct Debit coverage, Outbound Call targets, Debtor Days, Collection Efficiencies, Aged Debt movements.
• To ensure a high level of attendance and punctuality

Education/Experience

• 5+ years of collections experience

Minimum Requirements

Ability to effectively resolve complex and difficult customer situations

Exceptional communication skills, both verbal and written

Excellent analytical and research skills

Why Work for Peninsula?

Peninsula is a highly motivated enterprise that promotes an entrepreneurial culture.

Peninsula is committed to an inclusive, equitable and accessible workplace where all employees are valued. Accommodations are available upon request for candidates participating in our selection process.