Experienced Collector

BMO; Ontario; Remote; CAD 44,000 - 83,000; Full time

Job summary

BMO is seeking a Customer Service Representative to manage delinquent accounts and provide tailored payment strategies. This remote role requires strong analytical and problem-solving skills, with a focus on building trust and maintaining customer relationships. Ideal candidates will have 3-5 years of relevant experience and a post-secondary degree.

Benefits

Health insurance

Tuition reimbursement

Retirement plans

Qualifications

• 3-5 years of relevant experience.
• Knowledge of credit qualifications and laws related to consumer collections.
• Understanding of market trends and BMO products.

Responsibilities

• Deliver exceptional customer service and develop long-term relationships.
• Execute loss mitigation processes for high-risk accounts.
• Review accounts and provide insights and recommendations.

Skills

Analytical skills

Problem-solving skills

Collaboration skills

Influence skills

Education

Post-secondary degree or equivalent experience

Job description

VIRTUAL59 - REMOTE / TELETRAVAIL - ON - BMO

Job Family Group :

Customer Shared Services

Collaborates in the review and evaluation of delinquent, high risk, or written-off accounts for possible collections opportunities. Understands customer needs and provides collections-related sales and service to BMO customers or prospects. Advises customers on payment strategies and products that meet their objectives. Fulfills sales and service activities for the customer in accordance with approved procedures. Support areas may include, but are not limited to, coaching and training, quality audits, vendor management, and credit collection disputes.

Responsibilities :

1. Deliver exceptional customer service that builds trust through expertise, responsive service, and support.
2. Develop rapport and instill confidence with clients to develop credibility and earn their trust as a relationship manager.
3. Develop and maintain long-term, profitable relationships and expand share of wallet.
4. Address complex escalated customer requests and transactions.
5. Contact customers to obtain necessary information and keep them informed about their payments.
6. Execute established loss mitigation processes for non-performing and high-risk accounts.
7. Handle incoming calls professionally and efficiently.
8. Understand customer needs and provide advice on payments and collections strategies.
9. Send client communications, process transactions, and interact with internal stakeholders.
10. Integrate marketing promotions into customer conversations as appropriate.
11. Provide guidance on implementation of solutions.
12. Support strategic initiatives with internal and external stakeholders.
13. Develop action plans to maximize recovery and protect the bank's interests.
14. Establish expertise within Consumer Collections as a key support contact and coach.
15. Utilize negotiation and interpersonal skills, adhering to guidelines and regulations.
16. Review accounts, analyze data, and provide insights and recommendations.
17. Prepare reports and dashboards.
18. Develop and execute short-term tactics to drive results.
19. Manage transactions and escalate complex issues.
20. Complete documentation accurately.
21. Integrate information from multiple sources for efficiency and analysis.
22. Lead or participate in process design and management.
23. Support development and promotion of business programs.
24. Identify needs, design tools and training, and deliver training as needed.
25. Participate in collections lifecycle to resolve high-risk accounts, including loan modifications and liquidation.
26. Follow policies and procedures to execute activities.
27. Stay informed of department needs and industry trends.
28. Maintain confidentiality of information.
29. Support continuous improvement initiatives.
30. Think creatively and propose solutions.
31. Work independently with broader accountabilities as needed.

Qualifications :

• Typically 3-5 years of relevant experience and a related post-secondary degree or equivalent experience.
• Knowledge of credit qualifications and laws related to consumer collections.
• Knowledge of BMO products and services.
• Understanding of market trends and product offerings.
• Strong collaboration, analytical, problem-solving, and influence skills.

Salary :

44,500.00 - $82,500.00

Salaries vary based on location, skills, experience, education, and qualifications. May include commissions, bonuses, and other benefits such as health insurance, tuition reimbursement, and retirement plans. For more details, 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. We aim to create positive change for our customers, communities, and employees. We support your growth with training, coaching, and opportunities to make an impact from day one.

Visit us at: https://jobs.bmo.com/ca/en

BMO is committed to an inclusive, equitable, and accessible workplace. Accommodations are available upon request during the selection process.

Note to Recruiters : BMO does not accept unsolicited resumes except through direct candidate applications. Resumes sent unsolicited will be considered BMO property, and no fee will be paid unless through a valid agency agreement.