Bilingual Restructure Specialist

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

📋 Description

• Collaborates in assessing and reviewing delinquent, high-risk, or written-off accounts for potential collection opportunities.

• Understands customer requirements and provides collections-related sales and service to BMO customers or potential clients.

• Advises clients on payment strategies and products that align with their financial goals.

• Conducts sales and service activities for customers in compliance with established procedures.

• Support functions may encompass coaching and training, quality audits, vendor management, and resolving credit collection disputes.

• Provides outstanding customer service that fosters trust through expertise and responsive support.

• Builds rapport and instills confidence with clients to establish credibility and gain their trust as a relationship manager.

• Develops and sustains long-term, profitable client relationships while increasing share of wallet.

• Contacts customers to gather necessary information for managing their applications when required.

• Implements established loss mitigation processes and procedures to resolve non-performing and high-risk accounts.

• Handles incoming calls in a knowledgeable, professional, and efficient manner.

• Probes to understand customer needs and offers advice on payments and overall collection strategies that best serve the customer’s interests.

• Sends out client communications, processes transactions, and collaborates with internal stakeholders to ensure customer needs are fulfilled.

• Integrates marketing promotions and programs into customer interactions as suitable.

• Establishes expertise with Consumer Collections personnel as a key support contact, resource, and coach, equipped with the skills and tools to aid departments in achieving their goals.

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

• Manages all transactions related to customer calls or directs them to the appropriate internal business units.

• Escalates complex or unresolved customer issues to management as necessary.

• Completes required documentation to ensure that customer requests are processed accurately.

• Organizes work information to guarantee accuracy and completeness.

• Collaborates to ensure the efficient operation of the collections life cycle.

• Participates in executing established loss mitigation solutions for the effective resolution of non-performing and high-risk accounts.

• Delivers exceptional customer service that cultivates trust through expertise and responsive support.

• Remains informed about the needs of the Collections departments.

• Maintains up-to-date knowledge of collections strategies, practices, and trends, integrating this into customer conversations professionally.

• Ensures the confidentiality of customer and bank information is upheld.

• Supports continuous improvement initiatives by identifying and implementing changes to enhance process effectiveness and efficiency.

• Completes complex and diverse tasks within established rules and limits, which may involve handling escalations from other employees.

• Analyzes issues and determines appropriate next steps.

⛳️ Requirements

• Typically possesses 2 to 3 years of relevant experience.

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

• Knowledge of federal, state/provincial, and local laws related to Consumer Collections and the functional area is beneficial.

• Familiarity with BMO products and services is advantageous.

• Awareness of the competitive marketplace and trends in product offerings is important.

• Specialized knowledge in relevant areas is preferred.

• Strong verbal and written communication skills are required.

• Good organizational skills are essential.

• Collaboration and teamwork skills are important.

• Analytical and problem-solving skills are necessary.

• Fluency in both French and English is required.

🏝️ Benefits

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.