Bilingual Pre-Delinquency Call Center Specialist

Job not on LinkedIn

🔥 21 minutes ago

🇨🇦 Canada – Remote

💵 $45k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 0%

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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 collection 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 to understand customer needs and provide collections-strategy advice • Send client communications, process transactions, and coordinate with internal stakeholders • Integrate marketing promotions and programs into customer conversations • Develop action plans and solutions to maximize recovery and safeguard the Bank’s interests • Serve as a support contact, resource, and coach for Consumer Collections personnel • Review accounts and analyze data to assess collection probability and provide recommendations • Gather and format data for regular and ad-hoc reports and dashboards • Develop and execute short-term tactics and plans to drive behaviours, activities, and results • Manage customer-call transactions or refer them to appropriate internal business groups • Escalate complex or unresolved situations to managers • Complete documentation to accurately process customer requests • Integrate information from multiple sources to improve processes, analysis, and reporting • Lead or participate in the design, implementation, and management of core business and group processes • Support development and promotion of business/group programs • Identify business needs and design or develop tools and training programs • Collaborate in the collections lifecycle, including loss-mitigation solutions and default/foreclosure alternatives • Follow documented policies and procedures • Identify and make referrals to other business groups • Maintain current knowledge of collections strategies, practices, trends, products, services, and regulatory requirements • Maintain confidentiality of customer and Bank information • Support continuous-improvement initiatives • Apply BMO’s Risk Management Framework and make risk-informed decisions within approved policies and regulations

🎯 Requirements

• Typically 3–5 years of relevant experience • Post-secondary degree in a 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 • Bilingual English and French proficiency is mandatory • Availability to work one of the listed evening-shift schedules

🏖️ Benefits

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