About the role

BMO Account Specialist managing delinquent and high-risk customer accounts remotely in Ontario. Advising customers on payment strategies, loss mitigation, and collections solutions.

Responsibilities

Review and evaluate delinquent, high-risk, or written-off accounts for collections opportunities
Provide collections-related sales and service to BMO customers and prospects
Advise customers on payment strategies and collections products
Execute loss mitigation processes for non-performing and high-risk accounts
Handle incoming calls professionally and efficiently
Understand customer needs and provide advice on payments and collections strategies
Send client communications and process transactions
Interact with internal stakeholders to meet customer needs
Integrate marketing promotions and programs into customer conversations
Analyze data and provide insights and recommendations
Manage customer-call transactions or refer matters to appropriate internal business groups
Escalate complex or unresolved customer situations to managers
Complete documentation and organize work information accurately
Participate in collections lifecycle activities and loss mitigation solutions, including loan modifications and liquidation
Maintain knowledge of collections strategies, practices, trends, products, services, and regulatory requirements
Identify referrals to other business groups
Support continuous improvement initiatives
Protect the bank by making risk-informed decisions aligned with BMO policies, laws, regulations, and Risk Appetite

Typically between 1–2 years of relevant experience
Post-secondary degree in a 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
Good verbal and written communication skills
Good organization skills
Good collaboration and team skills
Good analytical and problem-solving skills
Ability to maintain confidentiality of customer and Bank information
Ability to follow documented policies and procedures
Ability to apply the Risk Management Framework and comply with applicable policies, laws and regulations

Health insurance
Tuition reimbursement
Accident insurance
Life insurance
Retirement savings plans
In-depth training and coaching
Manager support
Network-building opportunities
Tools and resources to reach new milestones
Accommodations available on request for candidates taking part in all aspects of the selection process