[Hiring] Account Specialist, High Value at Risk @BMO

Role Description

Collaborates in the review and evaluation of delinquent, high risk, or written-off accounts for possible collections opportunities. Understands customer needs and provides collections-related sales and service to BMO customers or prospects.

• Advises customers on payment strategies and products that meet their objectives.
• Fulfills sales and service activities for the customer in accordance with approved procedures.
• Delivers exceptional customer service that builds trust through expertise, responsive service and support.
• Develops rapport and instils confidence with clients to earn their trust as relationship manager.
• Develops and maintains long-term, profitable relationships and expands share of wallet.
• Addresses complex escalated customer requests and transactions.
• Contacts customers to obtain necessary information to manage their application, ensuring they are aware of the status/result of payments.
• Executes established loss mitigation processes/procedures for non-performing and high risk accounts.
• Handles incoming calls in an informed, professional, and efficient manner.
• Probes to understand customer needs and provides advice related to payments and overall collections strategies.
• Sends out client communications, processes transactions, and interacts with internal stakeholders to ensure customer needs are met.
• Integrates marketing promotions and programs into customer conversations as appropriate.
• Provides advice and guidance to assigned business/group on implementation of solutions.
• Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
• Develops action plans and solutions to maximize recovery and safeguard the Bank’s interests.
• Establishes expertise with Consumer Collections personnel as a key support contact/resource/coach.
• Utilizes strong negotiation and interpersonal skills while adhering to all applicable guidelines and regulations.
• Reviews accounts and analyzes data to determine the probability of collection; provides insights and recommendations.
• Gathers and formats data into regular and ad-hoc reports and dashboards.
• Develops and executes short term tactics/plans to drive specific behaviours, activities, and results.
• Manages all transactions related to customer calls or refers to appropriate internal business groups.
• Escalates complex or unresolved customer situations to managers as required.
• Completes required documentation to ensure customer requests are accurately processed.
• Integrates information from multiple sources to enable more efficient processes and enhanced analysis.
• Leads/participates in the design, implementation, and management of core business/group processes.
• Supports the development and promotion of a business/group program.
• Identifies business needs, designs/develops tools and training programs; may include delivery of training.
• Collaborates in efficient functioning of collections life cycle, including execution of established loss mitigation solutions.
• Follows documented policies and procedures to execute transactions, activities, and processes.
• Keeps abreast of needs of the Collections departments and makes referrals to other business groups as needed.
• Maintains current knowledge of collections strategies, practices, and trends.
• Maintains the confidentiality of customer and Bank information.
• Supports continuous improvement initiatives by identifying and implementing changes to processes.
• Develops and maintains awareness of industry trends and best practices related to collections products and services.
• Thinks creatively and proposes new solutions.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works mostly independently.
• Broader work or accountabilities may be assigned as needed.
• Takes measured risks while protecting the bank by applying the Risk Management Framework.

Qualifications

• Typically between 3 - 5 years of relevant experience and post-secondary degree in related field or equivalent combination of education and experience.
• Knowledge of Credit Qualifications and associated credit knowledge and skills.
• Knowledge of federal, state/provincial and local laws pertaining to Consumer Collections.
• Knowledge of BMO products and services.
• Knowledge of competitive marketplace and trends in product offerings.
• Specialized knowledge from education and/or business experience.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem solving skills - In-depth.
• Influence skills - In-depth.

Requirements

• Salary: $45,000.00 - $100,000.00
• Pay Type: Salaried

Benefits

• Performance-based incentives
• Discretionary bonuses
• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans