Bilingual Retention Agent providing customer service and retention for Manulife. Responsible for inbound/outbound calls and sales applications in English and French.
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
Requirements
- 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
Benefits
- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
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