[Hiring] Pre-Delinquency Call Center Specialist @BMO

Role Description

We are seeking high-performing level 5 employees to join our expanding Pre-Delinquency call center team (inbound / outbound calls). This is a cross-Canada remote role.

• Lead complex conversations with customers to understand their complete financial situation and deploy tailored debt repayment offers.
• Educate customers who may not fully understand their financial situation.
• Make sound credit decisions for BMO and select appropriate treatment plans to improve customer financial health (e.g., balance pay-down, FICO score increases).
• Solid understanding of credit products (e.g., credit cards, PLOC, PLP) and ability to interpret customer data (e.g., credit bureau reports, FICO scores).
• Strong interpersonal and discovery skills to get customers comfortable sharing personal information.
• Handle objections and adapt beyond call scripts when needed.
• Attention to detail for tasks like reading regulatory scripts and ensuring proper documentation.
• ALD certification is a plus; training will be provided if needed.
• Deliver exceptional customer service that builds trust through expertise, responsive service, and support.
• Develop rapport and instill confidence with clients to earn their trust as a relationship manager.
• Address complex escalated customer requests and transactions.
• Contact customers to obtain necessary information to manage their application, ensuring they are aware of the status/result of payments.
• Execute established loss mitigation processes/procedures for non-performing and high-risk accounts.
• Handle incoming calls in an informed, professional, and efficient manner.
• Probe to understand customer needs and provide advice related to payments and overall collections strategies.
• Send out client communications, process transactions, and interact with internal stakeholders to meet customer needs.
• Integrate marketing promotions and programs into customer conversations as appropriate.
• Provide advice and guidance to assigned business/group on implementation of solutions.
• Support execution of strategic initiatives in collaboration with internal and external stakeholders.
• Develop action plans and solutions to maximize recovery and safeguard the Bank’s interests.
• Establish expertise with Consumer Collections personnel as a key support contact/resource/coach.
• Utilize strong negotiation and interpersonal skills while adhering to guidelines, requirements, and regulations.
• Review accounts and analyze data to determine the probability of collection; provide insights and recommendations.
• Gather and format data into regular and ad-hoc reports and dashboards.
• Develop and execute short-term tactics/plans to drive specific behaviors, activities, and results.
• Manage all transactions related to customer calls or refer to appropriate internal business groups.
• Escalate complex or unresolved customer situations to managers as required.
• Complete required documentation to ensure customer requests are accurately processed.
• Integrate information from multiple sources to enable more efficient processes and enhanced analysis.
• Lead/participate in the design, implementation, and management of core business/group processes.
• Support the development and promotion of a business/group program.
• Identify business needs, design/develop tools and training programs; may include delivery of training.
• Collaborate in the efficient functioning of the collections life cycle.
• Follow documented policies and procedures to execute transactions, activities, and processes.
• Maintain current knowledge of collections strategies, practices, and trends.
• Maintain confidentiality of customer and Bank information.
• Support continuous improvement initiatives by identifying and implementing changes.
• Develop and maintain awareness of industry trends and best practices.
• Think creatively and propose new solutions.
• Exercise judgment to identify, diagnose, and solve problems within given rules.
• Work mostly independently.
• Broader work or accountabilities may be assigned as needed.

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 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: $43,200.00 - $80,300.00
• Pay Type: Salaried
• Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role.
• May include a commission structure; salaries for part-time roles will be pro-rated based on hours worked.
• Total compensation package may include performance-based incentives, discretionary bonuses, and other perks.

Benefits

• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans