Bilingual 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 to identify potential collections opportunities.

• Comprehend customer needs and deliver collections-related sales and services.

• Guide customers on payment strategies and available products.

• Execute sales and service tasks in line with established procedures.

• Offer coaching and training, perform quality audits, manage vendors, and address credit collection disputes as necessary.

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

• Reach out to customers to gather necessary information for managing applications and to communicate payment status/results.

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

• Handle incoming calls in a professional and efficient manner.

• Assess customer needs and advise on payment and collections strategies.

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

• Incorporate marketing promotions and programs into discussions with customers.

• Act as a support contact/resource/coach for Consumer Collections personnel.

• Analyze data and information to provide valuable insights and recommendations.

• Manage transactions related to customer calls or direct matters to the appropriate internal business units.

• Escalate complex or unresolved customer issues to management.

• Ensure accurate documentation and organization of work information.

• Engage in loss mitigation solutions, including loan modifications and liquidation, to reduce losses.

• Adhere to documented policies and procedures.

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

• Stay updated on collections strategies, practices, trends, products, services, industry best practices, and regulatory requirements.

• Support initiatives for continuous improvement.

• Analyze issues and determine subsequent steps.

• Complete varied and complex tasks within defined rules and limits.

• Make informed, risk-aware decisions that align with business strategy and approved risk appetite.

⛳️ Requirements

• Generally, 2–3 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 related to Consumer Collections and the functional area.

• Understanding of BMO products and services.

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

• Specialized knowledge is required.

• Strong verbal and written communication skills.

• Excellent organizational abilities.

• Strong collaboration and teamwork skills.

• Proficient analytical and problem-solving capabilities.

• Ability to maintain confidentiality regarding customer and Bank information.

• Capacity to apply BMO’s Risk Management Framework and adhere to 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.

• Opportunities for networking.

• Accommodations available upon request during the selection process.