Account Specialist – Medium Value at Risk (MVAR)

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

📋 Description

• Assess and analyze delinquent, medium-risk accounts for potential collection opportunities.

• Offer collection-related sales and services to BMO customers and prospects.

• Guide customers on payment strategies and available products.

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

• Provide outstanding customer service and establish trust through expertise and responsive assistance.

• Foster rapport, credibility, and long-term profitable relationships with customers.

• Reach out to customers to gather information necessary for managing applications and convey payment statuses.

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

• Professionally and efficiently handle incoming calls.

• Identify customer needs and advise on payment and collection strategies.

• Dispatch client communications, process transactions, and collaborate with internal stakeholders.

• Incorporate marketing promotions and programs into customer discussions.

• Act as a support contact, resource, and coach for Consumer Collections staff.

• Analyze data and information to provide insights and recommendations.

• Manage customer-call transactions or refer issues to the relevant internal business groups.

• Elevate complex or unresolved customer issues to management.

• Ensure accurate documentation and organization of work-related information.

• Engage in collections life-cycle activities and loss mitigation solutions, including loan modifications and liquidation options.

• Identify referrals to other business units.

• Stay informed about collections strategies, practices, trends, industry best practices, and the regulatory landscape.

• Promote continuous improvement by recognizing and implementing process enhancements.

• Tackle complex and varied tasks and manage escalations from colleagues.

• Analyze issues and determine subsequent actions.

• Make risk-informed decisions that align with business strategy, risk appetite, policies, laws, and regulations.

⛳️ Requirements

• Generally, 2–3 years of relevant experience is expected.

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

• Understanding of federal, state/provincial, and local laws relevant to Consumer Collections and the functional area.

• Familiarity with BMO products and services.

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

• Specialized knowledge is advantageous.

• Strong verbal and written communication skills.

• Effective organizational skills.

• Excellent collaboration and teamwork abilities.

• Proficient analytical and problem-solving skills.

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

• Ability to adhere to documented policies and procedures.

• Capability to apply BMO’s Risk Management Framework and comply with relevant policies, laws, and regulations.

🏝️ Benefits

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.

• Performance-based incentives.

• Discretionary bonuses.

• Additional perks and rewards.

• Comprehensive training and coaching.

• Support from management and opportunities for network building.

• Accommodations available upon request during the selection process.