Bilingual Pre-Delinquency Call Center Specialist

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

📋 Description

• Evaluate and review delinquent, high-risk, or written-off accounts to identify collection opportunities.

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

• Guide customers on effective payment strategies and available products.

• Provide outstanding customer service while fostering trusted relationships with clients.

• Address complex and escalated customer inquiries and transactions.

• Reach out to customers for information gathering and to communicate payment statuses and outcomes.

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

• Manage incoming calls with professionalism and efficiency.

• Probe to identify customer needs and offer advice on collections strategies.

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

• Incorporate marketing promotions and programs into customer discussions.

• Create action plans and solutions to enhance recovery and protect the interests of the Bank.

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

• Review accounts and analyze data to evaluate collection likelihood and provide recommendations.

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

• Develop and implement short-term tactics and plans to drive behaviors, activities, and outcomes.

• Manage customer-call transactions or direct them to the appropriate internal business units.

• Escalate complex or unresolved issues to management.

• Complete documentation necessary to accurately fulfill customer requests.

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

• Lead or engage in designing, implementing, and managing core business and group processes.

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

• Identify business needs and create or enhance tools and training programs.

• Collaborate throughout the collections lifecycle, including loss-mitigation solutions and default/foreclosure alternatives.

• Adhere to established policies and procedures.

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

• Stay updated on collections strategies, practices, trends, products, services, and regulatory obligations.

• Ensure confidentiality of customer and Bank information.

• Promote continuous-improvement initiatives.

• Implement BMO’s Risk Management Framework and make informed risk decisions within approved policies and regulations.

⛳️ Requirements

• Typically possess 3–5 years of relevant experience.

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

• Understand Credit Qualifications and possess the necessary credit knowledge and skills as per established standards.

• Have a solid understanding of federal, state/provincial, and local laws related 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 gained through education and/or professional experience.

• Exceptional verbal and written communication abilities.

• Strong collaboration and teamwork skills.

• Advanced analytical and problem-solving capabilities.

• Proficient influence skills.

• Bilingual proficiency in English and French is required.

• Availability to work one of the specified evening-shift schedules.

🏝️ 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.

• Managerial support.

• Opportunities for networking.

• Accommodations available upon request during the selection process.