Bilingual Account Specialist
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Job Description
BMO collections specialist advising Quebec customers on payment strategies and products. Reviewing high-risk accounts and executing loss mitigation solutions remotely.
Responsibilities:
- Review and evaluate delinquent, high-risk, or written-off accounts for collections opportunities
- Provide collections-related sales and service to BMO customers and prospects
- Advise customers on payment strategies and products
- Deliver exceptional customer service and build trusted client relationships
- Execute loss mitigation processes for non-performing and high-risk accounts
- Handle incoming calls professionally and efficiently
- Identify customer needs and provide advice on payment and collections strategies
- Send client communications, process transactions, and coordinate with internal stakeholders
- Integrate marketing promotions and programs into customer conversations
- Analyze data and information to provide insights and recommendations
- Manage customer-call transactions or refer matters to appropriate internal business groups
- Escalate complex or unresolved customer situations
- Complete documentation and organize work information accurately
- Participate in collections lifecycle activities and loss mitigation solutions, including loan modifications and liquidation alternatives
- Follow documented policies and procedures
- Identify and make referrals to other business groups
- Maintain current knowledge of collections strategies, practices, trends, and regulatory requirements
- Support continuous improvement initiatives
- Make risk-informed decisions aligned with business strategy and applicable policies, laws, and regulations
Requirements:
- Typically between 1–2 years of relevant experience
- Post-secondary degree in a related field of study desirable or an equivalent combination of education and experience
- Working knowledge of federal, state/provincial and local laws pertaining to Consumer Collections and the functional area
- Knowledge of BMO products and services
- Knowledge of the competitive marketplace and trends in product offerings
- Basic specialized knowledge
- Good verbal and written communication skills
- Good organization skills
- Good collaboration and team skills
- Good analytical and problem-solving skills
- Ability to maintain confidentiality of customer and Bank information
- Ability to apply BMO’s Risk Management Framework and comply with applicable policies, laws and regulations
Benefits:
- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
- In-depth training and coaching
- Manager support
- Network-building opportunities
- Accommodations available on request during the selection process
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