Collections Representative

Requisition #

About Iron Mountain

Founded in 1951, Iron Mountain Incorporated (NYSE: IRM) is the global leader in storage and information management services. Iron Mountain is committed to storing, managing and transforming what our customers value most, from paper records to data to priceless works of art and culture. Providing a full suite of solutions – records and information management, data management, digital solutions, data centers and secure destruction – Iron Mountain enables organizations to lower storage costs, comply with regulations, recover from disaster, and protect their data and assets from a complex world. Visit the company website at for more information.
Iron Mountain enables 94% of the Fortune 1000 to smartly and securely manage their physical and digital information assets. With unmatched innovation and collaboration, our teams create information management solutions for our customers’ data, no matter what format, location or lifecycle stage it’s in and no matter where it’s kept. We are more than 17,000 people strong and growing. We’ve been a trusted records management leader since 1951.

Iron Mountain Canada is an employer broadly committed to providing an inclusive work environment that welcomes all people.  Globally, we believe it is our diversity that contributes to our companies’ shared success. We work hard always to avoid discriminating on any grounds other than capability to perform the requirements of the job.

Job Description

JOB SUMMARY   The incumbent is responsible for interacting with our Canadian customers to collect on overdue accounts while embodying Iron Mountain’s Total Customer Satisfactions (TCS) principles, performance and productivity standards. Partner closely with internal stakeholders to resolve any customer service issues trends through proactive interactions.


  • Independently manage a portfolio of accounts on a month over month basis to minimize the overall delinquency rate of the portfolio.
  • Make outbound calls and handle inbound calls (Minimum 70 per day) associated with the collection portfolio to achieve the target results set by management.
  • Ability to identify, understand and work with customers to reconcile and resolve disputes/issues that may occur from time to time.
  • Where necessary escalate significant collection issues to Team Lead/Supervisor or Director.
  • Properly document within Oracle issues that are hindering collection efforts.
  • Ensure proper notes are documented in Oracle pertaining to the calls and efforts made to collect and resolve issue.
  • Filing, organizing, and maintenance of internal paperwork related to calls.
  • Serve as an information source for the field—ability to answer questions and deal with sensitive accounts.
  • Recommend accounts to be placed for external collections.

Job Requirements


  • High School Diploma or equivalent
  • 2 – 4 years of experience in accounts receivable or accounts payable
  • Exceptional phone skills, strong verbal and written communication skills
  • Above average organizational skills
  • Ability to work independently as well as part of a team
  • Strong time management with the capability of adapting to changing priorities
  • Ability to utilize internet and applicable search engines for research purposes.
  • Working knowledge of Microsoft Excel and Word. Above average typing/data entry skills.
  • Good understanding of the accounts receivable and accounts payable functions –required  
  • Understanding of billing practices, cash applications and the general collection process – is an asset




Compliance Obligations:


It is the responsibility of every Iron Mountain employee:

  • to comply with all applicable laws, rules, regulations, and company policies
  • to exhibit ethical behavior in accordance with our Code of Ethics and Business Conduct 
  • to complete required training within the allotted time frame