Mona Gabriel
Mississauga,ON
Summary
Highly motivated, French, English and Arabic trilingual professional with strong background in customer service, accounting, commerce, business, and technology sectors. Bring extensive experience in client relations, administration, and financial activities. Excellent organizational, planning,and analytical skills to prepare case plans, collect documents and evaluate client information for eligibility. Proficient in mathematical skills to perform calculations related to cash and financial collection. Excel under pressure, meeting deadlines in fast-paced, multitasking environments. Great knowledge in working with the public, advocacy groups and agencies. Experienced in providing comprehensive information, education, and assistance over the phone and in person to clients using my excellent oral communication and interpersonal skills to be open minded and nonjudgmental and to develop trusting and authentic relationships.
Overview
13
13
years of professional experience
Work History
Bilingual IBAU Caseworker
Social Assistance Central Services Branch – Intake & Benefits Administration Unit, Ministry of Children, Community and Social Services
Toronto
05.2023 - Current
- Effectively completed SA Overview and IBAU Resources training programs, demonstrating proficiency in Centralized Intake Overview, managing the IBAU Evidence Chart, conducting SADA Processing Session, subscribing to Work Queues - Resource Material, acquiring familiarity with AMRT Overview, and gaining comprehensive knowledge in M&M Overview.
- Participated in weekly team meetings to discuss case management strategies and review progress towards established goals.
- Facilitated group sessions focusing on topics such as life skills development and conflict resolution.
- Developed individualized service plans based on client's strengths and identified needs.
- Attended professional trainings related to best practices in case management techniques.
- Followed strict policies and procedures to maintain client confidentiality and keep data private.
- Used knowledge of successful crisis intervention techniques and supportive problem-solving to achieve treatment goals.
Bilingual Debt Recovery Officer
Ministry of Children, Community and Social Services (MCCSS)
Toronto
11.2017 - 05.2023
- Support overpayment recoveries and collection services on cases from former social assistance recipients and sponsors who have defaulted on their sponsorship agreements
- Reviews and validates debt referral information for accuracy and completes detailed calculation and accruals using numerous data sources
- Facilitates the resolution of sponsorship default on accounts where debt has been satisfied
- Responds by telephone and in writing to inquiries or disputes related to debt collection from former social assistance clients, internal and external stakeholders in accordance with legislation, regulations, and policies
- Reviews and analyzes financial and program data to identify, resolve disputes and conflict
- Receives and responds to enquiries from MPPs, Ombudsman, lawyers, law enforcement agencies, trustees, and community agencies, etc.; determines appropriate response to OPS quality service standards
- Liaises with social assistance delivery sites, other ministries, and external stakeholders to clarify information and resolve payment discrepancies
- Investigate payments more than debt and prepare reimbursement packages for manager approval
- Using MTO to ensure the cheques go to the correct address
- Negotiates and approves repayment plans with recipients, follow up on delinquent accounts, identified and resolved administrative errors, as well as recommends and negotiates settlements for approval by the manager
- Review, verify and process information in the case management system, handling Bankruptcy, and Consumer proposal
- Proofread documents for clarity and verify mathematical systems
- Experience in preparing various documents such as legal documents
- Experience and good knowledge of Social Benefits Tribunal (SBT)
- Prepares documentation and summaries related to unusual circumstances including death, bankruptcy, financial hardship, or other discrepancies on the debt file
- Compiles documentation recommends action and refers cases to the manager for approval
- Prepares letters, reports and forms as requested, and reviews, updates, and records all action taken in the FSU and other databases, reconciles, monthly computerized reports
- Prepares notification letters using Financial Services Unit (FSU) database systems regarding outstanding debt and repayment status to former social assistance clients and sponsors, to advise debtors of the ministry’s intention to transfer the outstanding debt to the CRA.
Bilingual Collector
CTIFINANCIAL
Mississauga, ON
01.2015 - 06.2017
- Investigated overdue accounts from 1st day of delinquency until submission to 3rd-party collection agents
- Initiated recovery actions on private label and personal loan accounts
- Identified and resolved disputes
- Communicated rights and obligations, applied relevant provincial and federal legislation and policies, negotiated payment schedules, and processed payments
- Used applications and platforms including Symphony, CACS, Visions, and OSIP portal
- Managed production time via WFM system
- Handled outbound and inbound collection calls in an automated dialing environment, complying with approved guidelines
- Attained monthly collection target goals, resolving difficult client situations with financial hardship curing tools
- Met key performance indicator (KPI) expectations, including number of promises of payment (PTPs) per hour, time spent writing up notes after finishing with client (wrap time), and quality assurance (QA) metrics
- Dealt effectively with customers in variety of sensitive situations, applying tact and advanced interpersonal skills, clarifying issues, and facilitating payments
- Escalated accounts and client issues where necessary, circumventing additional complications and enabling resolution
- Followed up on accounts 90 days past promise of payment (90+ PTPs), resolving issues via manual calling, good accounting methods to analyze financial data
- Used advanced negotiation skills and tension diffusing techniques to secure payment arrangement, resolve the delinquency on the accounts, educate clients and prevent escalated calls, familiar with bankruptcy administration and debt security instruments
- Demonstrated negotiation, consultation, and facilitation skills to follow up on delinquent accounts, recommend settlements in full, and initiated necessary recovery actions
- Excellent knowledge and understanding of collection techniques, including phone calls, letters, reports, and forms, recommendation for legal actions such as garnishments, demands, liens, and other recovery actions
- Reviewed and analyzed financial and program data, applied legislation for acts impacting debt collection and ability to follow policies and procedures.
Bilingual Customer Service Representative and Accounts Receivable Clerk
C VISION TECHNOLOGIES
Mississauga, ON
01.2011 - 01.2015
- Handled customer inquiries and provided product information
- Responded to invoice inquiries, investigated discrepancies, and processed claims, returns, and credits where necessary
- Entered cheques and invoices into system, maintained files, and answered incoming calls
- Responded and provided information to telephone, email, and counter inquiries from the public, and made collection calls, prepared routine correspondence and reports
- Operated a cash register, balancing and reconciling at the end of each day, calculated, collected fees, processed payments, issued invoices, and prepared bank deposits
- Maintained filling system, provided administrative, clerical support, and ordered office supplies
- Verified vendors’ statements, inquiring about discrepancies
- Processed orders received over phone efficiently, accept and process application and fees
- Applied advanced mathematical skills, calculating receivables in cash or cheques with high degree of accuracy.
Education
Simply accounting, and Excel -
St. Gabriel Adult Education Centre
Mississauga, ONIntermediate accounting -
Sheridan College
MississaugaBachelor of Arts - Commerce
Ain Shams University
Cairo, EgyptSkills
- Client Satisfaction
- Agreement through Empathy
- Customer Service
- Accounting
- Commerce
- Business
- Organizational Skills
- Planning Skills
- Analytical Skills
- Mathematical Skills
- Communication Skills
- Interpersonal Skills
Job Id
198208
Win Id
471615
Position
IBAU Caseworker
Company
Ministry of Children, Community and Social Services
Languages
English
Full Professional
French
Full Professional
Arabic
Native/ Bilingual
Timeline
Bilingual IBAU Caseworker
Social Assistance Central Services Branch – Intake & Benefits Administration Unit, Ministry of Children, Community and Social Services
05.2023 - Current
Bilingual Debt Recovery Officer
Ministry of Children, Community and Social Services (MCCSS)
11.2017 - 05.2023
Bilingual Collector
CTIFINANCIAL
01.2015 - 06.2017
Bilingual Customer Service Representative and Accounts Receivable Clerk
C VISION TECHNOLOGIES
01.2011 - 01.2015
Simply accounting, and Excel -
St. Gabriel Adult Education Centre
Intermediate accounting -
Sheridan College
Bachelor of Arts - Commerce
Ain Shams University
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