Account specialist - collections (remote/hybrid)

BMO Financial Group; Toronto; Hybrid; CAD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated Early Stage Collections Agent to join their dynamic team. This role is pivotal in assisting customers facing financial difficulties, providing them with tailored solutions and support. You will engage with clients through inbound and outbound calls, ensuring a high standard of service while meeting specific quality targets. The company values innovation, teamwork, and diversity, offering a flexible work environment that fosters personal and professional growth. If you're passionate about helping others and thrive in a fast-paced setting, this opportunity is perfect for you.

Benefits

Flexible Work Schedule

Remote/Hybrid Position

Full Company Benefits

In-depth Training and Coaching

Qualifications

• 1-2 years of call center or customer service experience preferred.
• Post-secondary degree in a related field desirable.

Responsibilities

• Perform inbound/outbound collections calls regarding overdue payments.
• Negotiate payment arrangements and offer hardship solutions.

Skills

Call Center Experience

Customer Service Skills

Analytical Skills

Negotiation Skills

Communication Skills

Microsoft Office

Education

Post-secondary Degree

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

Date limite pour présenter sa candidature : 08/30/2025

Adresse : VIRTUAL59 - REMOTE/TELETRAVAIL - ON - BMO

Groupe de famille d'emploi : Services partagés

Virtual training class runs for 7 weeks, mandatory attendance is required

Fixed annual salary with variable monthly incentives and full company benefits

Mon to Fri fixed shift work is required, including Sat and Sun

Hybrid and Remote work model offered

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!

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.

BMO Financial Group strives to create a workplace that:

• Values new ideas, different perspectives and the opinions of all employees;
• Promotes teamwork and draws on the strength of each employee;
• Supports individual needs & welcomes and celebrates our differences;
• Provides the tools and resources so that each employee can contribute to their full potential

Employee Value Proposition:

• Flexible work schedule including possible, remote/hybrid position
• Working environment that values equity, diversity, inclusion and growth

Mandate ESOP Dialer agent:

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:

1. Perform In-bound/Outbound collections call to clients regarding passed due payments
2. Respond to inquiries regarding delinquent accounts and negotiate payment arrangement
3. Offer Hardship solutions to customers by completing risk assessments
4. Perform other related service responsibilities as required
5. Document all activity details in appropriate systems
6. Manages all transactions related to customer and branch calls or refers to appropriate internal business groups.
7. 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.
• Verbal & written communication skills - Good.
• Organization skills - Good.
• 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