Pre-Delinquency Contact Center Agent

Job not on LinkedIn

🔥 26 minutes 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, 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 trust with clients • Develop and maintain profitable customer relationships and expand share of wallet • Address complex escalated customer requests and transactions • Contact customers to obtain information and manage applications and payment status • Execute loss-mitigation processes for non-performing and high-risk accounts • Handle incoming calls professionally and efficiently • Probe customer needs and advise on payment and collections strategies • Send client communications, process transactions, and coordinate with internal stakeholders • Integrate marketing promotions into customer conversations • Support strategic initiatives and business/group solution implementation • Develop action plans to maximize recovery and safeguard the Bank’s interests • Coach and support Consumer Collections personnel • Negotiate with customers while following applicable guidelines and regulations • Review accounts, analyze collection probability, and provide recommendations • Prepare regular and ad-hoc reports and dashboards • Develop short-term tactics and plans to drive results • Manage customer-call transactions and referrals • Escalate unresolved situations to managers • Complete accurate customer-request documentation • Integrate information from multiple sources to improve processes and reporting • Participate in designing, implementing, and managing core business processes • Identify business needs and develop tools and training programs • Support the collections life cycle and execute loss-mitigation solutions • Follow documented policies and procedures • Maintain confidentiality of customer and Bank information • Identify and implement continuous process improvements • Maintain awareness of industry trends, best practices, and the regulatory environment • Apply BMO’s Risk Management Framework and make risk-informed decisions

🎯 Requirements

• Typically 3–5 years of relevant experience • Post-secondary degree in a related field of study or 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 product-offering trends • 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 • Availability for the stated shift: 1pm–9pm Tuesday to Friday and Saturday 10am–6pm

🏖️ 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 • Accommodation available during the selection process