Bilingual Collections Agent – High Value At Risk

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 collections opportunities.

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

• Guide customers on payment strategies and available products.

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

• Manage complex and escalated customer inquiries and transactions.

• Reach out to customers to gather information and relay payment statuses and outcomes.

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

• Professionally and efficiently handle incoming calls.

• Identify customer needs and offer guidance on payment and collections strategies.

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

• Incorporate marketing promotions and programs into customer discussions.

• Provide advice on implementing solutions.

• Assist with strategic initiatives involving internal and external stakeholders.

• Create action plans to optimize recovery and protect the Bank’s interests.

• Mentor and support Consumer Collections team members.

• Negotiate while adhering to relevant guidelines, requirements, and regulations.

• Review accounts, analyze data, and deliver insights and recommendations regarding collection probabilities.

• Generate regular and ad-hoc reports and dashboards.

• Formulate and implement short-term tactics and strategies.

• Manage or appropriately refer customer call transactions.

• Escalate complex or unresolved issues to management.

• Complete documentation for accurate processing of customer requests.

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

• Lead or partake in the design, implementation, and management of core business/group processes.

• Assist in developing and promoting business/group programs.

• Identify business requirements and create tools and training programs.

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

• Adhere to documented policies and procedures.

• Recognize and refer customers to other business groups when necessary.

• Support initiatives aimed at continuous improvement.

• Apply BMO’s Risk Management Framework while complying with policies, laws, and regulations.

⛳️ Requirements

• Generally, 3 - 5 years of relevant experience.

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

• Understanding of Credit Qualifications and the associated credit knowledge and skills in line with established standards.

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

• Good understanding of BMO products and services.

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

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

• Strong verbal and written communication abilities.

• Excellent collaboration and teamwork skills.

• Strong analytical and problem-solving capabilities.

• Effective influencing skills.

• Capacity to maintain confidentiality regarding customer and Bank information.

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

• Bilingual proficiency in French and English is implied by the role title, though not explicitly stated as a requirement.

🏝️ Benefits

• Incentives based on performance.

• Discretionary bonus opportunities.

• Additional perks and rewards.

• Health insurance coverage.

• Tuition reimbursement programs.

• Accident and life insurance options.

• Retirement savings plans.

• Comprehensive training and coaching.

• Support from management.

• Opportunities for networking.

• Accommodations available upon request during the selection process.