Bilingual Pre-Delinquency Call Center Specialist

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

📋 Description

• Assess and analyze delinquent, high-risk, and written-off accounts to identify collection 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 foster trust with clients.

• Cultivate and sustain long-term, profitable relationships with customers.

• Address complex and escalated customer inquiries and transactions.

• Reach out to customers to gather information and oversee application and payment statuses.

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

• Manage incoming calls in a professional and efficient manner.

• Explore customer needs and recommend payment and collections strategies.

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

• Incorporate marketing promotions and programs into customer interactions.

• Offer guidance to business groups on solution implementation.

• Support strategic initiatives with both internal and external stakeholders.

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

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

• Review accounts and analyze data to assess collection viability.

• Generate regular and ad-hoc reports and dashboards.

• Develop and implement short-term strategies to drive behaviors, activities, and results.

• Manage customer-call transactions or escalate matters to the relevant internal teams.

• Escalate complex or unresolved issues to management.

• Complete necessary documentation to accurately fulfill customer requests.

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

• Lead or participate in the design, implementation, and management of business processes.

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

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

• Engage in the collections lifecycle and implement loss-mitigation solutions, such as loan modifications and liquidation alternatives.

• Adhere to established policies and procedures.

• Recognize and refer needs to other business units.

• Keep abreast of current collections strategies, practices, trends, and regulatory requirements.

• Ensure the confidentiality of customer and Bank information.

• Identify and implement continuous improvement initiatives.

• Apply BMO’s Risk Management Framework and make informed risk decisions to safeguard assets and comply with policies, laws, and regulations.

⛳️ Requirements

• Generally 3–5 years of relevant experience.

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

• Understanding of Credit Qualifications and relevant credit knowledge and skills in line with established qualification standards.

• Strong knowledge of federal, state/provincial, and local laws related to Consumer Collections and the functional area.

• Familiarity with BMO products and services.

• Awareness of competitive marketplace dynamics and trends in product offerings.

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

• Excellent verbal and written communication abilities.

• Strong collaboration and teamwork capabilities.

• Advanced analytical and problem-solving skills.

• Proficient influence skills.

• Bilingual proficiency in English and French is required.

• Fluent in French and English to assist clients and team members within and/or outside Quebec.

• Availability to work one of the specified evening schedules.

• Capacity to adhere to applicable guidelines, regulations, policies, and procedures.

🏝️ 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.