Pre-Delinquency Contact Center Agent

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

📋 Description

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

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

• Guide customers on payment strategies and product options

• Provide outstanding customer service and foster trust with clients

• Cultivate and sustain profitable customer relationships while increasing share of wallet

• Resolve complex escalated customer inquiries and transactions

• Reach out to customers to gather information and manage application and payment statuses

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

• Professionally and efficiently handle incoming calls

• Assess customer needs and provide guidance on payment and collection strategies

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

• Incorporate marketing promotions into customer discussions

• Support strategic initiatives and facilitate business/group solution implementations

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

• Mentor and assist Consumer Collections personnel

• Negotiate with customers in accordance with applicable guidelines and regulations

• Evaluate accounts, analyze collection probabilities, and present recommendations

• Prepare regular and ad-hoc reports and dashboards

• Create short-term tactics and plans to achieve results

• Manage customer-call transactions and referrals

• Escalate unresolved issues to management

• Complete precise documentation for customer requests

• Consolidate information from various sources to enhance processes and reporting

• Engage in designing, implementing, and managing core business processes

• Identify business needs and create tools and training programs

• Support the collections life cycle and implement loss-mitigation solutions

• Adhere to documented policies and procedures

• Ensure confidentiality of customer and Bank information

• Identify and execute continuous process improvements

• Stay informed of industry trends, best practices, and regulatory changes

• Utilize BMO’s Risk Management Framework to make informed risk decisions

⛳️ Requirements

• Generally, 3–5 years of relevant experience

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

• Understanding of Credit Qualifications and the associated credit knowledge and skills as per established qualification standards

• Solid understanding of federal, state/provincial, and local laws related to Consumer Collections and the functional area

• Familiarity with BMO products and services

• Knowledge of competitive market trends and product offerings

• Specialized knowledge gained through education or business experience

• Strong verbal and written communication skills

• Excellent collaboration and teamwork abilities

• Proficient analytical and problem-solving skills

• Strong influence skills

• Availability for the specified shift: 1pm–9pm Tuesday to Friday and Saturday 10am–6pm

🏝️ 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

• Accommodation available during the selection process