Seasoned Bilingual Customer Service & Collections Specialist – Expert in Account Maintenance & Delinquency Management for Canada’s Automotive Finance Landscape (English & French) – Join brighthush
About brighthush and the Future of Automotive Finance
brighthush is more than a financial services provider; we are the catalyst that propels Canada’s automotive industry into a new era of responsible ownership. By partnering with the nation’s most respected dealerships, we deliver transparent, customer‑centric credit solutions that empower people to drive their dreams while safeguarding their financial well‑being. Our mission is simple yet powerful: to make responsible ownership accessible, enjoyable, and sustainable for every Canadian.
In an industry where speed, trust, and precision are paramount, the role of a Bilingual Customer Service & Collections Specialist is pivotal. You will be the frontline guardian of our credit portfolio, ensuring that every delinquency case is handled with empathy, accuracy, and a proactive mindset. As a bilingual professional fluent in English and French, you will bridge the gap between customers, dealers, and the brighthush credit team, turning challenges into opportunities for growth and retention.
Why Your Career Deserves brighthush
At brighthush, we believe that the best work is done by people who are empowered, challenged, and rewarded. Here’s why you’ll love working with us:
- Impactful Work: Your daily interactions directly influence customer satisfaction, portfolio health, and the long‑term success of our partners.
- Clear Advancement Pathways: From Account Maintenance Specialist to Senior Collections Manager, and eventually into leadership roles, your growth trajectory is defined by performance and initiative.
- Learning‑First Culture: Continuous training, industry certifications, and cross‑functional workshops keep you at the forefront of automotive finance.
- Diverse & Inclusive Environment: A collaborative workplace that values every voice, encourages innovation, and celebrates success together.
- Competitive Compensation & Benefits: A comprehensive package that rewards excellence and supports your well‑being.
- Remote Flexibility: Work from anywhere in Canada with a flexible schedule that respects your personal commitments.
- Technology‑Driven Operations: Leverage cutting‑edge tools and data analytics to make informed decisions and drive results.
Key Responsibilities
As a Bilingual Customer Service & Collections Specialist – Account Maintenance, you will:
- Manage early‑stage delinquency portfolios for a broad network of Canadian automotive dealerships.
- Conduct thorough creditworthiness assessments and evaluate payment histories to determine appropriate action plans.
- Engage directly with customers in both English and French to identify root causes of delinquency and negotiate sustainable payment arrangements.
- Collaborate with dealership partners to align on credit terms, payment schedules, and collection strategies.
- Maintain accurate, up‑to‑date records in the CRM system, ensuring compliance with regulatory and internal audit standards.
- Provide proactive, personalized service that reinforces brighthush’s reputation as a customer‑focused lender.
- Escalate complex cases to senior collections or credit risk teams when necessary, ensuring timely resolution.
- Participate in continuous improvement initiatives, sharing insights that enhance processes, reduce delinquency rates, and improve customer experience.
- Adhere to scheduled operating hours, including flexible coverage from Monday to Saturday, to support a 24/7 customer service model.
- Contribute to the development of best‑practice playbooks and training materials for new hires.
- Track and report on key performance indicators (KPIs) such as recovery rates, average days delinquent, and customer satisfaction scores.
Essential Qualifications
- Bilingual proficiency in English and French (both written and spoken) with a strong command of automotive finance terminology.
- Minimum of 2 years experience in customer service, collections, or credit analysis within the automotive or financial services sector.
- Solid understanding of credit risk assessment, financial statements, and debt collection best practices.
- Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and Microsoft Office Suite.
- Exceptional communication, negotiation, and conflict‑resolution skills.
- Strong analytical mindset with the ability to interpret data and make informed decisions.
- Self‑motivated, detail‑oriented, and capable of working independently in a remote environment.
- Valid driver’s license and reliable transportation for occasional in‑office training sessions in Edmonton, AB.
- Experience with debt recovery software and automated payment systems is a plus.
Preferred Qualifications
- Experience working with automotive dealership networks or a similar B2B environment.
- Knowledge of Canadian financial regulations, including the Personal Information Protection and Electronic Documents Act (PIPEDA).
- Certifications in credit analysis, collections, or customer service (e.g., Certified Credit Professional).
- Previous remote work experience with a proven track record of meeting or exceeding performance metrics.
- Familiarity with data‑visualization tools (e.g., Power BI, Tableau) to present portfolio insights.
Core Skills & Competencies
- Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
- Problem‑Solving: Ability to identify underlying issues and devise creative, win‑win solutions.
- Adaptability: Comfortable navigating changing priorities and evolving industry trends.
- Team Collaboration: Works effectively with cross‑functional teams—sales, finance, legal, and IT—to achieve common goals.
- Time Management: Prioritizes tasks efficiently while maintaining high accuracy.
- Data‑Driven Decision Making: Leverages metrics and analytics to guide actions and measure success.
- Resilience: Maintains composure under pressure and persists in the face of challenging cases.
- Ethical Judgment: Upholds integrity and confidentiality in all interactions.
Career Growth & Development Opportunities
At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As you excel in the Account Maintenance role, you may progress to:
- Senior Collections Specialist – overseeing larger portfolios and mentoring junior staff.
- Collections Manager – leading a team, setting strategy, and driving performance metrics.
- Credit Risk Analyst – evaluating portfolio risk and contributing to policy development.
- Customer Experience Lead – shaping the overall customer journey across all touchpoints.
- Director of Collections – steering the organization’s collections strategy and stakeholder relationships.
We support your growth through:
- Regular performance reviews and personalized development plans.
- Access to industry conferences, webinars, and internal knowledge‑sharing sessions.
- Mentorship programs pairing you with senior leaders.
- Financial incentives tied to portfolio performance and customer satisfaction scores.
- Opportunities to lead cross‑functional projects and initiatives.
- Continuous learning resources, including e‑learning platforms and tuition reimbursement.
Work Environment & Culture at brighthush
Our culture is built on three pillars: Integrity, Innovation, and Inclusion. You’ll find a supportive, collaborative atmosphere where ideas are valued and success is celebrated. Key highlights include:
- Fully remote work model with flexible scheduling to accommodate diverse lifestyles.
- Regular virtual team huddles, town‑hall meetings, and informal “coffee chat” sessions.
- Annual company retreats and quarterly virtual socials to foster camaraderie.
- Inclusive policies that support work‑life balance, mental health, and continuous learning.
- Employee resource groups that champion diversity and belonging.
- Recognition programs that celebrate milestones, achievements, and innovative ideas.
Compensation, Perks, and Benefits
While specific figures may vary based on experience, brighthush offers a competitive package that includes:
- Base salary commensurate with industry standards.
- Performance‑based bonuses tied to delinquency reduction and customer satisfaction metrics.
- Health, dental, and vision insurance plans.
- Retirement savings plan with employer matching.
- Generous paid time off, including vacation, sick leave, and personal days.
- Professional development stipend for courses, certifications, and conferences.
- Employee assistance program and wellness resources.
- Flexible work‑from‑home stipend to support home office setup.
- Annual wellness stipend for fitness or mental health services.
How to Apply
Ready to make a tangible difference in the lives of our customers while advancing your career? Submit your resume and a brief cover letter outlining why you’re the ideal candidate for this role. We look forward to exploring how your expertise can help brighthush continue to lead the automotive finance industry.