Bilingual Restructure Specialist

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BMO U.S.

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🏦 Banking

💸 Finance

💳 Fintech

Banking • Finance • Fintech

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

• Collaborates in the review and evaluation of delinquent, high risk, or written-off accounts for possible collections opportunities • Understands customer needs and provides collections-related sales and service to BMO customers or prospects • Advises customers on payment strategies and products that meet their objectives • Fulfills sales and service activities for the customer in accordance with approved procedures • Supports areas may include, but are not limited to, coaching and training, quality audits, vendor management and credit collection disputes • Delivers exceptional customer service that builds trust through expertise, responsive service and support • Develops rapport and instils confidence with clients in order to develop credibility and earn their trust as relationship manager • Develops and maintains long-term, profitable relationships and expands share of wallet • Contacts the customer to obtain the necessary information to manage their application (as required) • Executes established loss mitigation processes/procedures for the resolution of non-performing and high risk accounts • Handles incoming calls in an informed, professional, and efficient manner • Probes to understand customer needs and provides advice related to payments and overall collections strategies in the best interests of the customer • Sends out client communications, processes transactions and interacts with internal stakeholders to ensure customer needs are met • Integrates marketing promotions and programs into customer conversations as appropriate • Establishes expertise with Consumer Collections personnel as a key support contact/resource/coach with proficiency and tools to assist departments in achieving goals • Analyzes data and information to provide insights and recommendations • Manages all transactions related to customer calls or refers to appropriate internal business groups • Escalates complex or unresolved customer situations to managers as required • Completes required documentation to ensure customer’s requests are accurately processed • Organizes work information to ensure accuracy and completeness • Collaborates in efficient functioning of collections life cycle • Includes participating in the execution of established loss mitigation solutions for the successful resolution of non-performing and high risk accounts • Delivers exceptional customer service that builds trust through expertise, responsive service and support • Keeps abreast of needs of the Collections departments • Maintains current knowledge of collections strategies, practices, and trends and integrates into customer conversations in a professional manner • Maintains the confidentiality of customer and Bank information • Supports continuous improvement initiatives by identifying and implementing changes to make processes more effective and efficient • Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees • Analyzes issues and determines next steps

🎯 Requirements

• Typically between 2 - 3 years of relevant experience • Post-secondary degree in related field of study desirable or an equivalent combination of education and experience • Knowledge of federal, state/provincial and local laws pertaining to Consumer Collections and functional area - Good • Knowledge of BMO products and services - Good • Knowledge of competitive marketplace and trends in product offerings • Specialized knowledge • Verbal & written communication skills - Good • Organization skills - Good • Collaboration & team skills - Good • Analytical and problem solving skills - Good • Fluent in French and English

🏖️ Benefits

• health insurance • tuition reimbursement • accident and life insurance • retirement savings plans