Account Specialist Collections Call Center – Bilingual (hybrid/remote)

BMO; Ontario; Hybrid; CAD 35,000 - 52,000; Full time

Job summary

An established industry player is seeking a dedicated Account Specialist for their Collections Call Center. This role offers a unique opportunity to engage with customers, providing exceptional service while assessing their needs and guiding them on payment solutions. You will thrive in a collaborative environment, aiming to exceed performance metrics and build trust with clients. With a focus on continuous improvement, you will contribute to effective collections strategies while enjoying a comprehensive benefits package. If you are passionate about customer service and looking to make an impact, this role is for you.

Benefits

Health Insurance

Tuition Reimbursement

Accident Insurance

Life Insurance

Retirement Savings Plan

Qualifications

• 1-2 years of relevant experience in collections or customer service.
• Knowledge of federal and provincial laws related to collections.

Responsibilities

• Engage with customers to assess needs and provide collections-related service.
• Develop rapport and maintain long-term relationships with clients.

Skills

Verbal Communication

Written Communication

Analytical Skills

Problem-Solving

Organization Skills

Collaboration Skills

Education

Post-secondary degree

Job description

Account Specialist Collections Call Center – Bilingual (hybrid/remote)

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Account Specialist Collections Call Center – Bilingual (hybrid/remote)

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We are looking for a dedicated Call Center Representative to join our team! In this role, you will engage with customers to assess their needs and deliver exceptional collections-related service to our valued BMO customers. Additionally, you will offer guidance on payment solutions and products that align with their goals.

Collaborate in a competitive environment to meet and exceed established performance metrics.

• 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 relationship manager.
• Develops and maintains long-term, profitable relationships and expands share of wallet.
• 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 in the best interests of the customer.
• Provide guidance on payment solutions and products that align with their goals.
• 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.
• Analyzes data and information to provide insights and recommendations.
• 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’s requests are accurately processed.
• Organizes work information to ensure accuracy and completeness.
• Follows documented policies and procedures to execute transactions, activities and processes.
• Keeps abreast of needs of the Collections departments. Identifies and makes referrals to other business groups as needed.
• Maintains current knowledge of collections strategies, practices, and trends and integrates into customer conversations in a professional manner.
• 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 and the regulatory environment as it relates to collections products and services.
• Completes complex & diverse tasks within given rules/limits.
• Analyzes issues and determines next steps; escalates as required.
• Broader work or accountabilities may be assigned as needed.
  

Qualifications:

• Typically, between 1 – 2 years of relevant 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.
• Knowledge of competitive marketplace and trends in product offerings.
• Basic specialized knowledge.
• Verbal & written communication skills - Good.
• Organization skills - Good.
• Collaboration & team skills - Good.
• Analytical and problem-solving skills - Good.
  
  
  

Salary:

$35,000.00 - $52,000.00

Pay Type:

Salaried

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

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

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. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en

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.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

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