Recovery Agent – Job Description


Recovery Agent

Reports To:

Recovery Supervisor


Within a credit cycle, the credit issuer (Creditor) encounters consumers that fail to remit payments to their credit account within agreed time frames. When a consumer account becomes delinquent, a Creditor will often refer these accounts to a specialized agency for assistance. The Recovery Agent is responsible to establish contact with the consumer and negotiate repayment of bills, loans, or other past due accounts within the shortest period of time. Acts as the prime negotiator with the consumers.



  • Utilize our skip tracing tools and databases to locate consumers.
  • Establish contact with consumers (by telephone) and assist with the resolution of delinquent accounts through educating, motivating and consequence counselling, in a firm and fair manner.  
  • Assess, analyze and update consumers account information to determine the most suitable repayment plan for the past due account (outbound and inbound calls).
  • Analyze and evaluate financial reports and data; including consumer credit reports, Total Debts Service Ratio (TDSR’s), and credit scores.
  • Inform consumers of overdue accounts and negotiate repayment terms.
  • Clearly documents call results and content of calls.
  • Manage workloads/lists of consumers who have failed to make payments.
  • Effectively listen to consumers and determine the next steps to resolution.
  • Abide by all Collection Agency Acts and Regulations as legislated in each Province.
  • Uphold the client (Creditor) work plans and the ARO code of ethics by treating consumers with honesty, dignity, and respect at all times.




Quality of Work                                 Reliability                                           Trust

Result Oriented                                 Integrity                                             Respect



  • Perseverance  
  • Negotiation
  • Communication
  • Self-Control
  • Sense of Urgency
  • Information Seeking


  • Proven attributes of self-motivation and positive attitude
  • Excellent communication skills – verbal and written.
  • Excellent telephony skills.
  • Ability to function in a team environment.
  • Ability to work with minimal supervision.
  • Bilingualism in Quebec (a definite asset in all Provinces).
  • A basic understanding and knowledge of credit implications and reporting is clearly an asset.
  • Experience in first/third party collections or a call center environment preferred, but not essential.



  • Positions open in Kelowna; British Columbia, Markham; Ontario, and Montreal; Quebec.
  • ARO is a wholly own Canadian subsidiary of Ogilvie Group home-based in Montreal and privately held.
  • ARO is the national leader in Accounts Receivable Management and offers competitive base salary based on qualifications, attractive commission and bonus incentives and a full Benefits Programs to employees at all levels.
  • ARO is a performance driven Company with great opportunities for career advancement and personal growth.
  • Easily accessible by Public Transit in all locations.

Qualified candidates may email their resume to This email address is being protected from spambots. You need JavaScript enabled to view it. or apply on line at