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Job Title:  Agent, Customer Accounts Management - Anticipatory staffing


Ottawa, ON, CA

Other Location(s): 
Employment Type:  Full-Time
Language Requirements:  Bilingual Imperative (BBCC)
Job ID:  150675
Employment Type:  Full-Time
Job Details: 

Job Requisition Id: 150675   
Business Function: Finance   
Primary City: Ottawa  
Other Location(s):  
Province: Ontario  
Employment Type: Full-Time  
Employment Status: Permanent  
Language Requirement: Bilingual Imperative (BBCC)  
Employee Class and Level: UPCEA05  
Number of Vacancies: 7   
Job Closing Date (dd/mm/yyyy):05/30/2022

Job Description

The Analyst, Customer Accounts Management, assumes responsibility for all activities relating to the collection of customer commercial accounts.

Job Responsibilities

Below are the main job requirements and responsibilities for the Analyst, Customer Accounts Management.


  • Administers and maintains commercial customer accounts to ensure that there are no overdue balances, reviews customer accounts for data accuracy and integrity, investigates to determine the cause of discrepancies, calculates and prepares adjustments or refunds accordingly and posts accurate adjustments to customer accounts.


  • Actions customer relationship management service tickets, updates customer notes and resolves the customer issues within established standard.


  • Establishes an effective working relationship with commercial customers, consistently delivers effective customer service, manages conflicts and influences customers when dealing with discrepancies.


  • Communicates with commercial customers regarding account balances and recent account activity.


  • Recommends various payment options to commercial customers, occasionally negotiates repayment schedules, flags potential risks and advises the credit department where necessary.


Job Responsibilities (continued)

  • Collects on high risk or past due accounts by monitoring and identifying risk indicators, requests payment from customers and forwards collection risks or bad debt situations to the Manager/Officer.


  • Enforces credit and collection policies and procedures with customers in order to maintain an acceptable balance between two corporate objectives: reducing financial risk to the Corporation and increasing the Customer Satisfaction.


  • Provides administrative support services to the work unit by training new co-workers on existing and new policies and procedures, organizes ones work efficiently.


  • Maintains a current knowledge of CPC product lines and invoicing terms and standards.


  • Educates and informs co-workers and external customers on billing and payment terms; account management processes including invoicing, statement of account and source documents. As well as, product/service specifications, rating and delivery standards and corporate policies and procedures.



  • Completion of secondary school according to provincial standards or equivalent (GED) is required, AND
  • Completion of post-secondary (College/University) course (s) in a related field is required.



  • 3 years of related work experience is required.


Other Candidate Requirements

  • Knowledge of accounting concepts including income statements and balance sheets, accounting systems and procedures.
  • Working knowledge of credit and billing policies and practices.
  • Conversant with customer service communication fundamentals.
  • Knowledge of the FI/SD module of SAP and CRM, an asset.

Other Information

Multiple positions, Indeterminate and Term positions, Possibility of extension or permanency, Eligibility list to be created for a period of twelve (12) months.

Safety Sensitive Positions
This position may be considered a Safety Sensitive position.


Employment Equity
Canada Post is committed to employment equity and encourages applications from women, Aboriginal people, persons with disabilities and visible minorities.


Conflict of Interest
The Conflict of Interest Policy prohibits employees from hiring, supervising or reporting to, directly or indirectly via the reporting hierarchy, their immediate family or close personal relations. Should you feel that you may be in an actual or potential Conflict of Interest in regard to this job opportunity, you must communicate with the designated Human Resources representative.


If you are contacted by Canada Post regarding a job opportunity or testing, please advise if you require accommodation.


Important Message
Your application must clearly demonstrate how you meet the requirements as Canada Post cannot make assumptions about your education and experience. We thank all those who apply. Only those selected for further consideration will be contacted.


Leadership Behaviours
Decision Making 
– A champion of the organization who takes calculated risks and makes prudent, common sense decisions about current issues, future opportunities and resource requirements in a timely, well thought out manner, that aligns with the corporation's best interests.
Accountability – An individual who strives for performance excellence and who holds him/herself and direct reports accountable for decisions and actions and for learning from mistakes when intended results are not achieved.
Business Orientation – A proactive individual who understands the competitive nature of the business, and is committed to sustaining the business through excellent customer service and new business opportunities.
Execution – A focused and self-motivated individual who acts with a sense of urgency and delivers on time and within budget, by dealing effectively with challenges and ambiguous situations.
Leading People – A compelling communicator and leader who engages, motivates and inspires others to achieve results and who encourages personal growth and finding better ways of doing things.


Our Values
Canada Post’s corporate values reflect the principles, beliefs and aspirations that guide our behaviour and shape our culture.
Transformation – We will innovate and transform to win in the marketplace.
Customer – We serve Canadians with pride and passion.
Integrity – We act responsibly and with integrity.
Respect – We treat each other with fairness and respect.
Safety – We are committed to a safe and healthy environment for all our stakeholders

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