Note: The job is a remote job and is open to candidates in USA. BMO is a leading financial institution committed to creating lasting, positive change. They are seeking a Bilingual Account Specialist to manage collections for delinquent and high-risk accounts, providing exceptional customer service and developing long-term relationships with clients.
Responsibilities
- 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
- Develops and maintains long-term, profitable relationships and expands share of wallet
- 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. Includes participating in the execution of established loss mitigation solutions for the successful resolution of non-performing and high risk accounts. Solutions range from various loan modification options to liquidation for borrowers with delinquent and high risk loans in order to offer default / foreclosure alternatives and minimize losses
- Delivers exceptional customer service that builds trust through expertise, responsive service and support
- Follows documented policies and procedures to execute transactions, activities and processes
- Keeps abreast of needs of the Collections departments. Identifies and makes referrals to other business groups as needed
- Maintains current knowledge of collections strategies, practices, and trends and integrates into customer conversations in a professional manner
- Maintains the confidentiality of customer and Bank information
- Supports continuous improvement initiatives by identifying and implementing changes to make processes more effective and efficient
- Develops and maintains awareness of industry trends and best practices and the regulatory environment as it relates to collections products and services
- 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
Skills
- 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 and functional area
- Knowledge of BMO products and services
- 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
Benefits
- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
Company Overview
We’re a bank, but there’s more to it than that. When you join BMO, it opens a world of opportunities. It was founded in 1817, and is headquartered in Toronto, Ontario, CAN, with a workforce of 10001+ employees. Its website is http://www.bmo.com.
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