Virtual Bilingual (English / French) Collections Agent – High Value At Risk (HVAR)

Bank of Montreal; Quebec; Remote; CAD 45,000 - 85,000; Full time

Job summary

A leading financial institution is seeking a Virtual Bilingual Collections Agent to work remotely across Canada. The agent will manage high-value accounts, ensuring effective collection practices while maintaining strong customer relations. The ideal candidate will be fluent in both French and English and have prior collections experience. This role offers a flexible work schedule and opportunities for professional growth.

Benefits

Flexible work schedule

Work-from-home options

Training and development opportunities

Qualifications

• Extensive knowledge of BMO retail lending and collection procedures.
• Fluent in French and English.
• Ability to resolve difficult client interactions.

Responsibilities

• Negotiate solutions using debt collection practices and legal knowledge.
• Educate customers on contractual obligations.
• Handle sensitive customer situations effectively.

Skills

Collections experience

Bilingual (English/French)

Problem-solving

Communication

Conflict management

Tools

MS Office

Bank systems (e.g., Strata, ECP, TSYS)

Job description

Virtual Bilingual (English / French) Collections Agent – High Value At Risk (HVAR)

Apply locations: REMOTE / TELETRAVAIL, QC, CAN; REMOTE / TELETRAVAIL, BC, CAN; REMOTE / TELETRAVAIL, NB, CAN; REMOTE / TELETRAVAIL, PE, CAN; REMOTE / TELETRAVAIL, NL, CAN. Posted on: Posted Today. Job requisition id: R250018731

Application Deadline: 07 / 30 / 2025

Address: VIRTUAL61 - REMOTE / TELETRAVAIL - QC - BMO

Job Family Group: Customer Shared Services

Must have: Collections experience.

Schedule availability:

• Mon – Fri 8:00 am to 10:30 pm, flexibility required (weekly rotation of day/evening shifts)
• Sat – 8:00 am to 4:00 pm, bi-weekly rotation
• Sun – 1:00 am to 8:00 pm, bi-weekly rotation

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 people. We foster innovation, push boundaries, and transform lives and businesses, powering global economic growth.

As a valued member of the BMO team, you are respected, heard, and have opportunities to grow and impact. We support your development from day one with tools, resources, training, coaching, managerial support, and networking opportunities to help you reach milestones and broaden your skills.

BMO Financial Group strives to create a workplace that:

• Values new ideas, diverse perspectives, and opinions
• Promotes teamwork and leverages employee strengths
• Supports individual needs, celebrates differences
• Provides tools and resources for full contribution

We are building an organization based on Being BMO, setting industry standards in financial services.

Employee Value Proposition:

• Flexible work schedule, including possible work-from-home options
• Environment that values equity, diversity, inclusion, and growth

A High Value at Risk (HVAR) Collection agent protects our value, minimizes third-party assignments, and maximizes portfolio liquidation. Success requires extensive knowledge of BMO retail lending, collection procedures, Privacy Legislation, and the Collection Act, alongside strong problem-solving, communication, and conflict management skills. Knowledge of BMO offers for delinquent clients is beneficial.

Reporting to the Manager, HVAR, the agent works on high-value accounts, minimizing losses and maintaining customer relations through effective collection policies, customer education, and complex problem solving.

Key Accountabilities

• Negotiate solutions using debt collection practices and legal knowledge
• Educate customers on contractual obligations
• Handle sensitive customer situations effectively
• Respond to inquiries and escalations, providing additional info as needed
• Diffuse irate customers, manage interactions, identify root causes, and propose solutions
• Assess situations, make sound decisions balancing risk and customer loyalty
• Update customer profiles accurately
• Suggest operational improvements
• Engage customers in mutual problem solving
• Maintain poise with difficult customers
• Utilize analytical skills to determine delinquency causes and minimize losses
• Focus on loss prevention and customer relationship preservation
• Perform other duties and projects as needed

CROSS-FUNCTIONAL RELATIONSHIPS

• Identify risks and engage management
• Share best practices and knowledge with teammates
• Collaborate across departments to mitigate risk and improve compliance

COMPLIANCE RESPONSIBILITIES

• Adhere to policies, standards, and controls
• Maintain confidentiality and professional standards

DECISION RIGHTS

• Make decisions based on data and analysis
• Present information to management

JOB DIMENSIONS

• Improve collection strategies based on market and legislative changes
• Research, analyze, and support solutions
• Represent the business unit in policy implementation

KNOWLEDGE AND SKILLS

• Extensive understanding of secured/unsecured portfolios
• Proficiency with MS Office and bank systems (e.g., Strata, ECP, TSYS)
• Knowledge of financial statements, OFSI standards, recovery planning
• Excellent communication, negotiation, and decision-making skills
• Ability to resolve difficult client interactions
• Ability to work independently or in small teams

Fluent in French and English, supporting clients and team members across Quebec.

Salary: $45,500 - $84,500

Pay Type: Salaried

Compensation varies based on location, skills, experience, and qualifications, and may include incentives and benefits. For more info, visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO, our Purpose is to grow the good in business and life, creating positive change and transforming lives globally. We value, respect, and listen to our team, offering growth, impact, and development opportunities from day one.

Visit us at https://jobs.bmo.com/ca/en for more info. We are committed to an inclusive, accessible workplace. Accommodations available upon request.

Note to Recruiters: BMO does not accept unsolicited resumes unless directly from candidates. Resumes sent unsolicited will be considered property of BMO. Only agencies with a valid contract may submit resumes.