Collections Account Manager - Bilingual (English/Spanish)
Ritchie Bros. · Burnaby, BC
- On site
- Full-time
- $70,000 / year
- Burnaby, BC
Job highlights
- Collect outstanding balances across multiple platforms.
- Manage commercial and some consumer accounts.
- Identify and implement process improvements.
- Negotiate payment plans and resolve defaults.
- Track and report on work queue performance.
About the role
About Us
RB Global (NYSE: RBA) (TSX: RBA) is a leading, omnichannel marketplace that provides value-added insights, services and transaction solutions for buyers and sellers of commercial assets and vehicles worldwide. Through its auction sites in 13 countries and digital platform, RB Global serves customers in more than 170 countries across a variety of asset classes, including automotive, commercial transportation, construction, government surplus, lifting and material handling, energy, mining and agriculture. The company’s marketplace brands include Ritchie Bros., the world’s largest auctioneer of commercial assets and vehicles offering online bidding, and IAA, a leading global digital marketplace connecting vehicle buyers and sellers. RB Global’s portfolio of brands also includes Rouse Services, which provides a complete end-to-end asset management, data-driven intelligence and performance benchmarking system; SmartEquip, an innovative technology platform that supports customers’ management of the equipment lifecycle and integrates parts procurement with both OEMs and dealers; Xcira, a leader in live simulcast auction technologies; and Veritread, an online marketplace for heavy haul transport.About The Team
As a global company, our corporate teams support billions of dollars in equipment sales every year. In joining our corporate services teams, you will be ensuring the business runs smoothly in your respective verticals and supporting the overall business to achieve our core objectives. Every day your work will make a difference in the way we run our business and in the way customers interact with us.Job Description
The Collections Account Manager is responsible for collecting outstanding balances on various Ritchie Brothers platforms, and monitoring and providing timely and effective resolutions to outstanding accounts.Responsibilities
- Responsible for the early-stage collections on majority commercial and some consumer accounts
- Prioritizes collections of accounts within team
- Identifies process gaps and recommends solutions for improvements
- Problem solves a solution for early defaults and collapses and presents to management
- Responsible for reducing the collapse rate
- Track and report (excel and qualitative feedback) on work queue results
- Controls the negotiation with customers on payment timelines, partial payments, default fees, etc
- Responsible for operational issues
- Performs other duties as assigned
Qualifications
- 5 years of collections experience in auto loans, commercial collections, and financial institutions portfolios
- Self-motivated individual with initiative and flair for identifying process gaps or opportunities for improvement
- Strong communication skills – listening to customers and understanding their situation
- Excellent phone etiquette
- Strong written communication through email
- Excellent questioning and probing skills
Key skills/competency
- Collections Account Manager
- Bilingual (English/Spanish)
- Commercial Collections
- Customer Negotiation
- Process Improvement
- Problem Solving
- Account Management
- Payment Plans
- Default Resolution
- Financial Institutions
Skills & topics
- Collections Account Manager
- Bilingual
- Spanish
- English
- Collections
- Account Management
- Commercial Collections
- Customer Service
- Negotiation
- Finance
- Ritchie Bros.
How to get hired
- Tailor your resume: Highlight your 5+ years of collections experience, focusing on auto loans, commercial, and financial institutions.
- Showcase bilingual skills: Emphasize your fluency in both English and Spanish.
- Demonstrate initiative: Provide examples of how you've identified and solved process gaps or improved collections strategies.
- Prepare for behavioral questions: Be ready to discuss your negotiation skills and how you handle difficult customer situations.
- Research Ritchie Bros.: Understand their business and how your role contributes to their global operations.
Technical preparation
Master collection software and CRM systems.,Practice using Excel for reporting and analysis.,Review financial institution portfolio best practices.,Simulate negotiation scenarios with difficult customers.
Behavioral questions
Describe a challenging collection you resolved.,How do you prioritize a large account list?,How do you handle customer frustration during negotiation?,Give an example of a process improvement you suggested.
Frequently asked questions
- What does a Collections Account Manager at Ritchie Bros. do?
- A Collections Account Manager at Ritchie Bros. is responsible for collecting outstanding balances, managing commercial and consumer accounts, negotiating payment plans, and identifying process improvements within the collections department. You will play a key role in ensuring timely payment and efficient account resolution.
- What qualifications are needed for the Collections Account Manager role at Ritchie Bros.?
- You'll need at least 5 years of collections experience, ideally in auto loans, commercial collections, or financial institution portfolios. Strong communication, negotiation, problem-solving skills, and bilingual proficiency in English and Spanish are also essential. Initiative and a knack for process improvement are highly valued.
- Is this Collections Account Manager role remote or on-site at Ritchie Bros.?
- The job description does not explicitly state the work arrangement. However, given the mention of 'corporate teams' and typical collections roles, it is likely an on-site or hybrid position. Further clarification would be needed from the hiring team at Ritchie Bros.
- How important is being bilingual in English and Spanish for this role at Ritchie Bros.?
- Being bilingual in English and Spanish is crucial for this Collections Account Manager position, as it's specified in the job title and implies a need to interact with a diverse customer base across different language preferences.
- What kind of accounts will I manage as a Collections Account Manager at Ritchie Bros.?
- As a Collections Account Manager, you will primarily manage early-stage collections for commercial accounts, with some involvement in consumer accounts. Your focus will be on resolving outstanding balances efficiently and effectively.
- What opportunities for process improvement exist in this Collections Account Manager role?
- This role actively seeks individuals who can identify process gaps and recommend solutions for improvements. You'll have the opportunity to problem-solve for early defaults and collapses, and present your findings to management, contributing to operational efficiency.