Contact Centre Representative (Credit Counsellor, Client Account Management)

Location: Toronto, ON; the role begins on site at 81 Bay St. for at least 60 days. A work-from-home arrangement may become available after a minimum 60-day training and assessment period, with the ability to attend the primary hirify.global location within two hours upon request.

Company

hirify.global is a relationship-oriented bank providing financial products and services to clients.

What you will do

• Connect with clients regarding hirify.global products and discuss repayment options for outstanding debts.
• Assess client profiles and ask relevant questions to understand payment delinquency.
• Explain contractual obligations and offer solutions to prevent further delinquencies.
• Handle inbound and outbound calls with empathy, professionalism, and complete ownership.
• Provide financial guidance involving cash management, credit, investments, and wealth protection.
• Capture accurate information across multiple systems while meeting performance metrics.

Requirements

• Experience or capability in client engagement, customer service, problem solving, and negotiation.
• Ability to work effectively in a metrics-driven environment with regular reporting and coaching.
• Ability to multitask and maintain accurate communication in a fast-paced contact centre.
• Flexibility to work shifts Monday to Friday between 8:00 AM and 8:00 PM EST, and Saturday between 8:00 AM and 4:00 PM EST.
• Legal eligibility to work in Canada at the specified location; a valid work or study permit may be required.
• For Agent@Home: a secure private workspace, wired internet with at least 15 Mbps download and 10 Mbps upload, and no satellite internet.

Culture & Benefits

• Client-first culture focused on trust, teamwork, accountability, and inclusion.
• Competitive salary, incentive pay, banking benefits, and a benefits program.
• Defined benefit pension plan and employee share purchase plan.
• Vacation offering, wellbeing support, and employee recognition through MomentMakers.
• Paid Purpose Day for personal growth and development.

Hiring process

• May include an attribute-based assessment and skills tests, including a possible French proficiency assessment.
• Artificial intelligence tools may be used during recruitment.