Pre-Delinquency Call Center Specialist – Inbound/Outbound
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Job Description
Pre-Delinquency Call Center Specialist handling complex financial situations for customers. Deploying tailored debt offers and providing exceptional customer service in a remote role.
Responsibilities:
- Lead complex conversations with customers to understand their complete financial situation
- Deploy tailored debt repayment offers
- Educate customers on their financial situation
- Make sound credit decisions for BMO and select appropriate treatment plans
- Handle objections and adapt beyond call scripts when needed
- Deliver exceptional customer service that builds trust
- Develop rapport and maintain long-term relationships
- Address complex escalated customer requests
- Execute established loss mitigation processes for high risk accounts
- Review accounts and analyze data to determine probability of collection
Requirements:
- Typically between 3 - 5 years of relevant experience
- 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 and functional area - 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
Benefits:
- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
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