Account Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Assess and analyze delinquent, high-risk, or written-off accounts to identify collection opportunities.

• Provide collections-related sales and services to BMO customers and potential clients.

• Offer guidance to customers on payment strategies and available products.

• Carry out sales and service activities in accordance with established procedures.

• Deliver outstanding customer service and foster trust with clients.

• Build and sustain long-term, profitable relationships with customers.

• Implement loss mitigation strategies for non-performing and high-risk accounts.

• Professionally and efficiently manage incoming calls.

• Recognize customer needs and offer advice on payment and collections strategies.

• Dispatch client communications and execute transactions.

• Collaborate with internal stakeholders and direct customers to the appropriate business units.

• Elevate complex or unresolved customer issues.

• Accurately document and organize work-related information.

• Engage in collections lifecycle activities and loss mitigation initiatives.

• Analyze data to provide insights and recommendations.

• Incorporate marketing promotions into customer discussions when relevant.

• Stay up-to-date on collections strategies, practices, trends, products, services, and regulations.

• Support ongoing improvement initiatives.

• Implement BMO’s Risk Management Framework and make informed risk decisions.

⛳️ Requirements

• Generally, 1–2 years of relevant experience is required.

• A post-secondary degree in a related field of study is preferred, or a suitable combination of education and experience.

• Familiarity with federal, state/provincial, and local laws related to Consumer Collections and the functional area.

• Understanding of BMO’s products and services.

• Awareness of the competitive landscape and trends in product offerings.

• Basic specialized knowledge in the field.

• Strong verbal and written communication abilities.

• Excellent organizational skills.

• Effective collaboration and teamwork skills.

• Proficient analytical and problem-solving capabilities.

• Capacity to maintain the confidentiality of customer and bank information.

• Ability to adhere to documented policies and procedures.

• Capability to operate within approved risk, policy, legal, and regulatory frameworks.

🏝️ Benefits

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.

• Performance-based incentives.

• Discretionary bonuses.

• Other perks and rewards.

• Comprehensive training and coaching.

• Support from management.

• Opportunities for network building.

• Accommodations available upon request during the selection process.