Bilingual Accounts Receivable Specialist – Call Center

Job description

Our story began with a passionate idea that we could change the world.... And to be honest, we’ve never stopped believing that... In 1986 it was a simple concept that microbiology teamed with innovation and clinical contribution could eliminate an issue that was profoundly impacting the healthcare industry – HIV acquired through needle-stick injuries. In Australia, we lived out our dream. Investing years into R&D to create the safest containment system in the world and taking on the industry status quo to petition for higher standards in sharps protection, we witnessed an 80+ percent reduction in disposal-related needlestick injuries nationwide. And then we kept going... We are looking to bring on a Bilingual Accounts Receivable Specialist to our growing team in Canada. This can be a fully remote position and this person can live anywhere in Canada. ### Responsibilities: This role is responsible for contacting customers by phone to secure payment commitments, resolve payment-related concerns, and maintain accurate records of customer interactions. The A/R Specialist will work in a fast-paced, metric-driven environment and is expected to achieve defined performance targets while delivering professional customer service. - Make a high volume of outbound calls to customers regarding outstanding balances and payment commitments. - Request payment directly and negotiate payment arrangements within established company guidelines. - Use active-listening and problem-solving skills to understand customer concerns, clarify payment-related issues, and determine appropriate next steps. - Investigate payment details, account information, and customer inquiries using ERP and CRM systems. - Document customer interactions, payment commitments, follow-up actions, and relevant account details accurately and thoroughly. - Complete timely follow-up on payment arrangements, customer commitments, and unresolved issues. - Escalate complex customer concerns, disputed information, or issues outside established guidelines to the appropriate internal contact. - Maintain a professional, confident, respectful, and solution-oriented approach during all customer interactions. - Protect customer and company information by following established procedures, confidentiality requirements, and applicable policies. ### Experience and Skills: - French–English bilingualism, both spoken and written, is required to communicate effectively with stakeholders across several Canadian provinces, including Quebec, as well as in the United States. - Asset: Previous experience working in a fast-paced, metric-driven call-center. - Experience in high-volume accounts receivable collections, telesales or a comparable outbound-calling role. - Strong active-listening, problem-solving, negotiation, and customer-service skills. - High energy, resilience, and the ability to remain professional under pressure. - Motivated by achieving individual and team targets. - Open to coaching, feedback, and continuous improvement. - Able to adapt to changing processes, priorities and systems as needed. - Strong organizational skills, including attention to detail and accurate notetaking. ### Benefits and Working Conditions: - Permanent, full-time position (40h per week) - Annual salary of $65,000 to $71,000, based on experience and qualifications - Flexible work arrangement: work in a hybrid model from one of our facilities or 100% remotely from anywhere in Canada. - Group insurance benefits and Retirement savings program following the probationary period