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

Bank of Montreal; Quebec; Hybrid; CAD 42,000; Full time

Job summary

An established industry player is seeking a dedicated collections specialist to join their dynamic team. In this role, you will collaborate with clients to review accounts and provide tailored payment strategies, all while delivering exceptional customer service. Your ability to analyze data and communicate effectively in both French and English will be key to your success. This position offers a supportive environment where you can grow professionally, along with a competitive salary and potential bonuses. If you are passionate about helping clients and thrive in a fast-paced setting, this opportunity is perfect for you.

Qualifications

• 1-2 years of relevant experience and a post-secondary degree desirable.
• Fluency in French and English is required for client support.

Responsibilities

• Collaborates in reviewing delinquent accounts for collection opportunities.
• Delivers exceptional customer service to build trust and rapport.
• Analyzes data to provide insights and recommendations.

Skills

Verbal & written communication skills

Organization skills

Collaboration & team skills

Analytical and problem solving skills

Education

Post-secondary degree in related field

Job description

Application Deadline: 05/06/2025

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

Job Family Group: Customer Shared Services

Salary: $41,500 with possible monthly bonus

Training: Strong mandatory training of 7 weeks - starting in May

Schedule: May vary between Monday through Sunday (day or evening)

Responsibilities:

• 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.
• Delivers exceptional customer service that builds trust through expertise, responsive service and support.
• Develops rapport and instils confidence with clients in order to develop credibility and earn their trust as relationship manager.
• Executes established loss mitigation processes/procedures for the resolution of non-performing and high risk accounts.
• 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.
• 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.
• Collaborates in efficient functioning of collections life cycle.
• Maintains current knowledge of collections strategies, practices, and trends.
• Maintains the confidentiality of customer and Bank information.
• Supports continuous improvement initiatives by identifying and implementing changes to make processes more effective and efficient.
• 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.
• Knowledge of BMO products and services.
• Knowledge of competitive marketplace and trends in product offerings.
• Verbal & written communication skills - Good.
• Organization skills - Good.
• Collaboration & team skills - Good.
• Analytical and problem solving skills - Good.

You’re fluent in French and English as this role provides support to clients and team members inside and/or outside the province of Quebec.

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.

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 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.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate.