Pre-Delinquency Contact Center Agent

Job not on LinkedIn

🔥 1 minute 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, service, payment-strategy advice, and product guidance to BMO customers and prospects • Deliver exceptional customer service and build trusted, profitable customer relationships • Address complex and escalated customer requests and transactions • Contact customers to obtain application information and communicate payment status and results • Execute loss-mitigation processes for non-performing and high-risk accounts • Handle incoming calls professionally and efficiently • Send client communications, process transactions, and coordinate with internal stakeholders • Integrate marketing promotions into customer conversations when appropriate • Support strategic initiatives and provide guidance to business groups • Develop action plans and solutions to maximize recovery and safeguard the Bank’s interests • Coach and support Consumer Collections personnel • Review accounts, analyze collection probability, and provide insights and recommendations • Gather and format data for regular and ad-hoc reports and dashboards • Develop short-term tactics and plans to drive desired behaviors, 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 business/group program development and promotion • Identify business needs and design/develop tools and training programs, including possible training delivery • Participate in the collections lifecycle and execute loss-mitigation solutions, including loan modifications and liquidation options • Follow documented policies and procedures • Identify and make referrals to other business groups • Maintain current knowledge of collections strategies, practices, trends, industry best practices, and the regulatory environment • Support continuous improvement initiatives

🎯 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 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 • Strong negotiation and interpersonal skills • Ability to follow applicable guidelines, requirements and regulations • Ability to maintain confidentiality of customer and Bank information • Ability to work mostly independently • Ability to apply BMO’s Risk Management Framework and comply with policies, laws and regulations

🏖️ Benefits

• 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