Bilingual Collections Agent – High Value At Risk

🔥 32 minutes ago

🇨🇦 Canada – Remote

💵 $45k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Collections

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BMO U.S.

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🛡️ Insurance

💼 Consulting

📦 Logistics

Insurance • Consulting • Logistics

BMO U. S. is a diversified financial services company operating in the United States. It offers a broad range of financial products and services including personal and business banking, mortgage services, investments, financial planning, insurance, and wealth management. Additionally, it provides commercial loans, commercial mortgages, and other financial solutions tailored for small businesses and large enterprises. The company places a strong emphasis on customer service and offers digital and cross-border banking solutions to meet the needs of diverse clients. BMO U. S. is also involved in asset management and capital markets operations, making it a full-service financial institution.

📋 Description

• Review and evaluate delinquent, high-risk, or written-off accounts for collections opportunities • Provide collections-related sales and service to BMO customers and prospects • Advise customers on payment strategies and products • Deliver exceptional customer service and build trusted client relationships • Address complex and escalated customer requests and transactions • Contact customers to obtain information and communicate payment status and results • Execute loss mitigation processes for non-performing and high-risk accounts • Handle incoming calls professionally and efficiently • Probe customer needs and provide advice on payment and collections strategies • Send client communications, process transactions, and coordinate with internal stakeholders • Integrate marketing promotions and programs into customer conversations • Provide guidance on solution implementation • Support strategic initiatives with internal and external stakeholders • Develop action plans to maximize recovery and safeguard the Bank’s interests • Coach and support Consumer Collections personnel • Negotiate while following applicable guidelines, requirements, and regulations • Review accounts, analyze data, and provide collection probability insights and recommendations • Prepare regular and ad-hoc reports and dashboards • Develop and execute short-term tactics and plans • Manage or appropriately refer customer-call transactions • Escalate complex or unresolved situations to managers • Complete documentation for accurate processing of customer requests • Integrate information from multiple sources to improve processes, analysis, and reporting • Lead or participate in core business/group process design, implementation, and management • Support business/group program development and promotion • Identify business needs and design/develop tools and training programs • Participate in the collections life cycle and loss mitigation solutions, including loan modifications and liquidation • Follow documented policies and procedures • Identify and refer customers to other business groups as needed • Support continuous improvement initiatives • Apply BMO’s Risk Management Framework and comply with policies, laws, and regulations

🎯 Requirements

• Typically between 3 - 5 years of relevant experience • Post-secondary degree in related field of study or an equivalent combination of education and experience • Knowledge of Credit Qualifications and associated credit knowledge and skills according to established qualification standards • Good knowledge of federal, state/provincial and local laws pertaining to Consumer Collections and the functional area • Good knowledge of BMO products and services • Knowledge of competitive marketplace and trends in product offerings • Specialized knowledge from education and/or business experience • In-depth verbal and written communication skills • In-depth collaboration and team skills • In-depth analytical and problem-solving skills • In-depth influence skills • Ability to maintain confidentiality of customer and Bank information • Knowledge of collections strategies, practices, trends, industry best practices, and regulatory environment • French and English bilingual ability implied by the role title, but not explicitly stated as a qualification

🏖️ Benefits

• Performance-based incentives • Discretionary bonuses • Other perks and rewards • Health insurance • Tuition reimbursement • Accident and life insurance • Retirement savings plans • In-depth training and coaching • Manager support • Network-building opportunities • Accommodations available on request during the selection process

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