Pre-Delinquency Contact Center Agent

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 collection opportunities.

• Offer collections-related sales, service, payment strategy advice, and product recommendations to BMO customers and prospects.

• Provide outstanding customer service while fostering trustworthy, profitable customer relationships.

• Manage complex and escalated customer inquiries and transactions.

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

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

• Handle incoming calls with professionalism and efficiency.

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

• Incorporate marketing promotions into customer discussions when suitable.

• Assist in strategic initiatives and offer guidance to business groups.

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

• Mentor and support personnel in Consumer Collections.

• Analyze accounts, assess collection probabilities, and provide insights and recommendations.

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

• Formulate short-term tactics and plans to encourage desired behaviors, activities, and results.

• Manage customer-call transactions or direct issues to appropriate internal groups.

• Elevate complex or unresolved matters to management.

• Complete documentation to accurately fulfill customer requests.

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

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

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

• Identify business requirements and create/develop tools and training programs, including potential training delivery.

• Participate in the collections lifecycle and implement loss-mitigation solutions, including loan modifications and liquidation options.

• Adhere to documented policies and procedures.

• Identify and refer matters to other business groups.

• Stay updated on collections strategies, practices, trends, industry best practices, and the regulatory landscape.

• Support continuous improvement initiatives.

⛳️ Requirements

• Typically requires 3–5 years of relevant experience.

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

• Understanding of Credit Qualifications and related credit knowledge and skills according to established standards.

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

• Solid knowledge of BMO products and services.

• Awareness of competitive market trends and product offerings.

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

• Proficient verbal and written communication skills.

• Strong collaboration and teamwork capabilities.

• Excellent analytical and problem-solving abilities.

• Strong influence skills.

• Robust negotiation and interpersonal skills.

• Capacity to adhere to relevant guidelines, requirements, and regulations.

• Ability to maintain confidentiality of customer and Bank information.

• Capability to work predominantly independently.

• Ability to apply BMO’s Risk Management Framework and comply with relevant policies, laws, and regulations.

🏝️ Benefits

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.

• Comprehensive training and coaching.

• Support from management.

• Opportunities for networking.

• Accommodations available upon request during the selection process.