Bilingual Debt Collection Agent (Consumer & Estate Accounts)

OUR STORY.

Founded in 1997 by Matt Phillips and Adam Cohen, Phillips & Cohen Associates, Ltd (PCA) has become a recognized leader in compassionate engagement services, with operations across North America, Europe, and Australia.

As part of our ongoing expansion, PCA is currently seeking motivated candidates to join our team and contribute to the next phase of our continued growth.

CAREER OPPORTUNITY.

Bilingual Debt Collection Agent (Consumer & Estate Accounts)

As a Bilingual Debt Collection Agent at Phillips & Cohen Associates, Ltd., you will play a key role in recovering outstanding debts from both living consumers and deceased estates across Canada. Because this role involves engaging directly in both French and English with account holders, family members, and estate representatives in provinces across the country, strong bilingual skills are essential to resolve balances with compassion, professionalism, and care. This role requires tact and empathy, making it ideal for people who naturally want to help others navigate difficult financial situations.

Among other responsibilities, you’ll primarily be involved in:

• Communicating directly with consumers to resolve personal debts, as well as working with executors, lawyers, and authorized representatives to settle probate and estate balances across all Canadian provinces.
• Assisting and supporting family members and estate representatives through succession and probate procedures with patience and expertise.
• Organizing and tracking files across different Canadian jurisdictions while following provincial regulations, company procedures, and customer service best practices.
• Meeting and exceeding departmental collection goals and activity metrics while maintaining high standards in quality assurance.

WHAT’S IN IT FOR YOU?

• Start at $24.00/hour with performance-based monthly bonus opportunities.
• Enjoy a competitive group insurance plan to keep you and your family covered.
• Build your future with a voluntary retirement savings plan that includes employer contributions.
• Step into a permanent, full-time role at a rapidly growing company.
• Advance your career through PCA’s Global Career Path and internal development programs.
• Access our 24/7 Employee Assistance Program (EAP) anytime you need personal, financial, or mental health support.
• Recharge with flexible paid time-off options.
• Stay active at no extra cost with free access to our on-site gym (available at our Kirkland, QC office).

WHAT IT TAKES TO BE AN IDEAL CANDIDATE.

• Bilingual fluency in both French and English (written and spoken).
• Previous customer service or call-center experience, ideally within the banking, financial, or collections industries.
• Strong computer proficiency, including comfort using Microsoft Office applications.
• The ability to multi-task smoothly, navigating between multiple screens and software programs while on a call.
• Clear, assertive, and concise communication skills in both written and verbal interactions.
• Comfort working in a regulated, structured environment, including following compliance guidelines and reading required scripts.
• A compassionate, customer-focused approach, with genuine sensitivity toward individuals experiencing grief and loss.
• A high school diploma or equivalent.

TRAINING & WORK SCHEDULE.

To succeed in this role, you must attend a mandatory four-week, in-office training program beginning on Tuesday, January 5, 2027. After the initial Tuesday start, training runs Monday through Friday from 8:00 a.m. to 5:00 p.m. Full attendance throughout all four weeks is required to complete training and qualify for the position.

Following your probation period, you must be available to work Monday through Friday shifts between 8:00 a.m. and 9:00 p.m. Shifts are assigned based on client needs and the Canadian time zones you support, and may include:

• 8:00 a.m. to 5:00 p.m.
• 9:00 a.m. to 6:00 p.m.
• 10:00 a.m. to 7:00 p.m.
• 12:00 p.m. to 9:00 p.m.

Work Location: 16766 Trans-Canada Hwy Ste 402, Kirkland, Quebec H9H 4M7

OUR COMMITMENT TO FLEXIBILITY.

To support work-life balance, PCA offers a hybrid work policy. While colleagues begin working full-time on-site at a PCA office, those in eligible roles may apply for a hybrid schedule after 120 days of employment. Approval is based on role-specific criteria designed to ensure employees have the knowledge and secure remote workspace needed to perform their duties effectively from home.

WHAT NOW?

If this job ad resonates with you and you envision starting a rewarding career at PCA, we’d love to hear from you! Apply now and our human resources team will be delighted to review your candidacy.

PCA is an Equal Opportunity Employer. We are committed to building an inclusive workplace and prohibit discrimination and harassment of any kind based on any characteristic protected by applicable federal, state, provincial, or local laws. Reasonable accommodations are available upon request for candidates taking part in all aspects of the selection process, as well as to enable employees with disabilities to perform the essential functions of their jobs.

This job title has been optimized for searchability and clarity to reflect the core responsibilities of the role; the official internal title may differ. Please note that this job description is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities required of the employee, and duties may change at any time with reasonable notice. #CAIND