Account Specialist Collections ( Remote / Hybrid)

VIRTUAL(R)59 - REMOTE / TELETRAVAIL - ON - BMO

Job Family Group :

Customer Shared Services

• Training class starts early May and runs for 7 weeks, mandatory attendance is required
• Fixed annual salary $41,500 with variable monthly incentives
• Mon to Fri Shift work is required including Sat and Sun

You may be eligible for 100% remote work, depending upon your proximity to our BMO office locations.

Are you a strong problem solver who understands that life can throw unexpected things our way?

A trusted and reassuring presence, our team members are there for our customers at their most vulnerable. As the first point of contact for customers in hardship, we are here to listen, get to the root of the problem and find the best way to set people back on the path to financial confidence and freedom.

This role would suit someone who puts people at the heart of everything and gets satisfaction from finding the right-fit solution. No two days, customers, or problems are the same and our agents know that their work has real-life impact on the people we help. Sound good? Apply today!

Employee Value Proposition :

• Working environment that values equity, diversity, inclusion and growth

The Early Stage Collections, Call center agent is accountable for collecting 1-3 cycle delinquent and overdrawn accounts while maintaining a high standard of efficiency and customer / client service focus within a collection call center environment. Dialer agents are to maintain objectivity with each customer encounter. Assess risk and make payment arrangements within established process or refer customers for alternate Re-Payment solutions (i.e.. Reduced or deferred payment programs, restructure, hardship, etc.). Engage in pro-active solution outreach offers to non-delinquent segment of BMO borrowers. Agents are expected to meet specific quality and metric targets align with the LOB.

Daily Responsibilities :

• Perform In-bound / Outbound collections call to clients regarding passed due payments
• Respond to inquiries regarding delinquent accounts and negotiate payment arrangement
• Offer Hardship solutions to customers by completing risk assessments
• Perform other related service responsibilities as required
• Document all activity details in appropriate systems
• Manages all transactions related to customer and branch calls or refers to appropriate internal business groups.
• Follows documented policies and procedures to execute transactions, activities and processes within assigned authorities.

Qualifications and Skills :

• Typically, between 1 - 2 years of call center or customer service experience and post-secondary degree in 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 functional area.
• Knowledge of BMO products and services and Consumer Collections
• Knowledge of competitive marketplace and trends in product offerings.
• Basic specialized knowledge.
• Collaboration & team skills - Good.
• Analytical and problem-solving skills - Good.
• Intermediate knowledge of Microsoft Office (Excel, Word, Outlook)
• Strong communication and negotiating skills
• Proven ability to work effectively in a fast-paced environment
• Proven ability to multi-task, prioritize workload and meet deadlines

Salary :

33,850.00 - $49,500.00

The above represents BMO Financial Group's pay range and type.

BMO Financial Group's total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other's differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.