Bilingual Account Specialist, High Value at Risk

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

📋 Description

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

• Offer collections-related sales, service, payment strategy guidance, and products to BMO customers or potential clients.

• Establish trust, rapport, credibility, and foster long-term profitable relationships with customers.

• Manage complex and escalated customer inquiries and transactions.

• Reach out to customers to gather application information and convey payment status and outcomes.

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

• Professionally and efficiently handle incoming calls.

• Assess customer needs and provide recommendations on payment and collections strategies.

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

• Incorporate marketing promotions and programs into customer discussions.

• Assist in strategic initiatives alongside internal and external stakeholders.

• Formulate action plans and solutions aimed at maximizing recovery while protecting the Bank's interests.

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

• Evaluate accounts, analyze collection potential, and offer insights and recommendations.

• Compile and format data for both regular and ad-hoc reports and dashboards.

• Create and implement short-term strategies and plans to achieve results.

• Manage customer-call transactions or escalate matters to the appropriate internal business units.

• Refer complex or unresolved customer issues to management.

• Complete documentation to ensure accurate processing of customer requests.

• Combine information from various sources to enhance processes, analysis, and reporting.

• Lead or engage in the design, execution, and oversight of business/group processes.

• Aid in the development and promotion of business/group programs.

• Identify business needs and create or develop tools and training programs, including potential training delivery.

• Engage in established loss-mitigation strategies, such as loan modifications and liquidations, to reduce losses.

• Adhere to documented policies and procedures.

• Recognize and refer customers to other business units as necessary.

• Contribute to continuous improvement initiatives.

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

• Think innovatively, suggest new solutions, and independently diagnose and resolve issues.

• Make sound, risk-informed decisions that align with business strategy and the Risk Management Framework.

⛳️ Requirements

• Generally possess 3 to 5 years of relevant experience.

• Hold a post-secondary degree in a related discipline or have an equivalent combination of education and experience.

• Understand Credit Qualifications and the associated credit knowledge and skills as per established qualification standards.

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

• Solid knowledge of BMO products and services.

• Awareness of competitive market trends and product offerings.

• Specialized knowledge gained from education and/or professional experience.

• Strong verbal and written communication capabilities.

• Excellent collaboration and teamwork abilities.

• Advanced analytical and problem-solving skills.

• Proficient influencing skills.

• Strong negotiation and interpersonal abilities.

• Capability to maintain confidentiality of customer and Bank information.

• Knowledge of collections strategies, practices, trends, industry best practices, and the regulatory framework.

• Ability to work primarily independently.

• Proficiency in applying BMO's Risk Management Framework and adhering to policies, laws, and regulations.

🏝️ Benefits

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.

• Performance-based incentives.

• Discretionary bonuses.

• Comprehensive training and coaching.

• Support from management.

• Opportunities for networking.

• Tools and resources to achieve new milestones.

• Accommodations available upon request during the selection process.