[Hiring] Bilingual Pre-Delinquency Contact Center Agent @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. Support areas may include, but are not limited to:

• Coaching and training
• Quality audits
• Vendor management
• Credit collection disputes

Delivers exceptional customer service that builds trust through expertise, responsive service and support.

• Develops rapport and instils confidence with clients to develop credibility and earn their trust as a 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 applications, ensuring they are aware of the status/result of present and future payments.
• Executes established loss mitigation processes/procedures for resolution of 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, requirements, 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, enhanced analysis, and/or streamlined reporting.
• 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 to audiences.
• Collaborates in efficient functioning of collections life cycle.
• Follows documented policies and procedures to execute transactions, activities, and processes.
• Keeps abreast of needs of the Collections departments and identifies 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 make processes more effective and efficient.
• Develops and maintains awareness of industry trends and best practices.
• 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 of study or an equivalent combination of education and experience.
• Knowledge of Credit Qualifications and associated credit knowledge and skills according to the established qualification standards.
• Knowledge of federal, state/provincial and local laws pertaining to Consumer Collections - Good.
• Knowledge of BMO products and services - Good.
• 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