About the role

Bilingual Account Specialist providing customer support and collections for BMO clients. Collaborating with teams while delivering excellent service and handling high-risk accounts.

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
Maintains current knowledge of collections strategies, practices, and trends and integrates into customer conversations in a professional manner

Typically between 1 – 2 years of relevant experience
Post-secondary degree in related field of study desirable or 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
Basic specialized knowledge
Verbal & written communication skills - Good
Organization skills - Good
Collaboration & team skills - Good
Analytical and problem solving skills - Good
Bilingual (English, French) - Good