(Remote/Hybrid) Bilingual Account Specialist, Early Stage Collections

BMO; Electoral Area A; Remote; CAD 41,000 - 50,000; Full time

Job summary

An established industry player is seeking dedicated individuals for a customer service role focused on collections. This position offers a strong training program and the opportunity to work with clients to develop effective payment strategies. You'll collaborate with a team to evaluate accounts and provide exceptional service, ensuring customer needs are met. If you're passionate about helping others and building trust through expertise, this role is perfect for you. Join a forward-thinking company and contribute to a positive customer experience while enhancing your skills in a dynamic environment.

Qualifications

• 1-2 years of relevant experience in customer service or collections.
• Knowledge of laws pertaining to Consumer Collections.

Responsibilities

• Collaborating on delinquent accounts for collections opportunities.
• Providing collections-related sales and service to customers.
• Advising customers on payment strategies.

Skills

Customer Service

Communication Skills

Analytical Skills

Problem-Solving Skills

Organizational Skills

Education

Post-Secondary Degree

Job description

Application Deadline:
05/30/2025

Address:
105-119-129 rue St-Jacques O

Job Family Group:
Customer Shared Services

Salary - $41,500 with possible monthly bonus

Strong mandatory training of 7 weeks - starting in June

Schedule may vary between Monday through Sunday (day or evening)

Responsibilities include:

1. Collaborating in the review and evaluation of delinquent, high risk, or written-off accounts for possible collections opportunities.
2. Understanding customer needs and providing collections-related sales and service to BMO customers or prospects.
3. Advising customers on payment strategies and products that meet their objectives.
4. Fulfilling sales and service activities for the customer in accordance with approved procedures.
5. Supporting areas such as coaching, training, quality audits, vendor management, and credit collection disputes.

Additional duties include:

• Delivering exceptional customer service that builds trust through expertise, responsive service, and support.
• Developing rapport and instilling confidence with clients to build credibility and trust.
• Developing and maintaining long-term, profitable relationships and expanding share of wallet.
• Executing established loss mitigation processes for non-performing and high risk accounts.
• Handling incoming calls professionally and efficiently.
• Probing to understand customer needs and providing advice on payments and collections strategies.
• Sending out client communications, processing transactions, and interacting with internal stakeholders.
• Integrating marketing promotions into customer conversations as appropriate.
• Analyzing data to provide insights and recommendations.
• Managing transactions related to customer calls or referring to appropriate internal groups.
• Escalating complex or unresolved issues to managers.
• Completing documentation accurately.
• Organizing work information for accuracy and completeness.
• Participating in the collections lifecycle, including executing loss mitigation solutions.
• Following documented policies and procedures.
• Maintaining knowledge of collections strategies, practices, and trends.
• Maintaining confidentiality of customer and bank information.
• Supporting continuous improvement initiatives.
• Staying informed about industry trends and regulatory environment.
• Completing diverse tasks within given rules and limits.
• Analyzing issues and determining next steps, escalating as needed.

Qualifications:

• Typically 1-2 years of relevant experience and a post-secondary degree or equivalent experience.
• Knowledge of laws pertaining to Consumer Collections.
• Knowledge of BMO products and services.
• Understanding of the competitive marketplace and trends.
• Good verbal and written communication skills.
• Good organization and collaboration skills.
• Good analytical and problem-solving skills.

Fluency in French and English is required as this role supports clients and team members inside and outside Quebec.