Bilingual Pre-Delinquency Contact Center Agent

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

📋 Description

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

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

• Guide customers on effective payment strategies and available products.

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

• Manage complex escalated customer inquiries and transactions.

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

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

• Professionally and efficiently handle incoming calls.

• Comprehend customer needs and offer strategic advice on collections.

• Dispatch client communications and process related transactions.

• Work in collaboration with both internal and external stakeholders on strategic initiatives.

• Formulate action plans and solutions to optimize recovery while protecting the Bank’s interests.

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

• Negotiate with customers while complying with relevant guidelines and regulations.

• Examine accounts, analyze data, and provide insights and recommendations for collections.

• Prepare both regular and ad-hoc reports and dashboards.

• Escalate complicated or unresolved customer issues to management.

• Ensure thorough documentation and accurate processing of customer requests.

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

• Design, implement, and manage essential business/group processes.

• Create tools and training programs, delivering training as necessary.

• Engage in loss mitigation strategies, including loan modifications and liquidations.

• Stay informed on collections strategies, practices, trends, and regulatory requirements.

• Uphold the confidentiality of customer and Bank information.

• Promote continuous improvement initiatives and implement process enhancements.

• Apply BMO’s Risk Management Framework, making informed risk decisions.

⛳️ Requirements

• Generally 3–5 years of relevant experience.

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

• Familiarity with Credit Qualifications and the associated credit knowledge and skills according to established standards.

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

• Knowledge of BMO products and services.

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

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

• Strong verbal and written communication skills.

• Excellent collaboration and teamwork abilities.

• Advanced analytical and problem-solving capabilities.

• Strong influencing skills.

• Bilingual language proficiency.

🏝️ Benefits

• Performance-based incentives.

• Discretionary bonuses.

• Health insurance coverage.

• Tuition reimbursement options.

• Accident and life insurance benefits.

• Retirement savings plans.

• Comprehensive training and coaching.

• Support from management.

• Opportunities for networking.

• Accommodations available upon request during the selection process.