Bilingual Pre-Delinquency Call Center Specialist

Job not on LinkedIn

🔥 18 hours ago

🇨🇦 Canada – Remote

💵 $45k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 and 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 trust with clients • Develop and maintain long-term, profitable customer relationships • Address complex and escalated customer requests and transactions • Contact customers to obtain information and manage application and payment status • Execute loss-mitigation processes for non-performing and high-risk accounts • Handle incoming calls professionally and efficiently • Probe to understand customer needs and advise 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 to business groups on solution implementation • Support strategic initiatives with internal and external stakeholders • Develop action plans 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 determine collection probability • Prepare regular and ad-hoc reports and dashboards • Develop and execute short-term plans to drive behaviours, activities and results • Manage customer-call transactions or refer matters to appropriate internal 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 business processes • Support development and promotion of business/group programs • Identify business needs and design or develop tools and training programs • Participate in the collections lifecycle and execute loss-mitigation solutions, including loan modifications and liquidation alternatives • Follow documented policies and procedures • Identify and refer needs to other business groups • Maintain current knowledge of collections strategies, practices, trends and regulatory requirements • Maintain confidentiality of customer and Bank information • Identify and implement continuous-improvement changes • Apply BMO’s Risk Management Framework and make risk-informed decisions that protect assets and comply with policies, laws 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 the 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 is mandatory • Fluent in French and English to support clients and team members inside and/or outside Quebec • Availability to work one of the listed evening schedules • Ability to adhere to applicable guidelines, requirements, regulations, policies and procedures

🏖️ 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