Bilingual Account Specialist

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

📋 Description

• Assess and analyze delinquent, high-risk, or previously written-off accounts for potential collection opportunities.

• Offer collections-focused sales and services to BMO clients and potential customers.

• Guide customers on payment strategies and product offerings.

• Provide outstanding customer service and foster trusted relationships with clients.

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

• Professionally and efficiently manage incoming calls.

• Recognize customer needs and suggest payment and collections strategies.

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

• Incorporate marketing promotions and programs into customer discussions.

• Evaluate data and information to deliver insights and recommendations.

• Oversee customer-call transactions or direct matters to the relevant internal business units.

• Elevate complex or unresolved customer issues.

• Accurately complete documentation and organize work information.

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

• Adhere to established policies and procedures.

• Identify and make referrals to other business units.

• Stay updated on collections strategies, practices, trends, and regulatory requirements.

• Participate in continuous improvement efforts.

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

⛳️ Requirements

• Generally requires 1–2 years of relevant experience.

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

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

• Understanding of BMO products and services.

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

• Basic specialized knowledge is necessary.

• Strong verbal and written communication abilities.

• Effective organizational skills.

• Proficient collaboration and teamwork capabilities.

• Solid analytical and problem-solving skills.

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

• Capability to apply BMO’s Risk Management Framework and adhere to applicable policies, laws, and regulations.

🏝️ Benefits

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.

• Comprehensive training and coaching.

• Support from management.

• Opportunities for networking.

• Accommodations available upon request during the selection process.