Spécialiste bilingue du recouvrement chez Daniels Health & Sharpsmart, fournisseur de solutions de sécurité des objets tranchants. Gestion des appels sortants, négociation des paiements et suivi des comptes clients.
About the role
- BMO remote collections specialist reviewing high-risk accounts and advising bilingual customers on payment strategies. Supporting recovery, customer service, reporting, and loss-mitigation processes.
Responsibilities
- Review and evaluate delinquent, high-risk, or written-off accounts for collection opportunities
- Provide collections-related sales and service to BMO customers and prospects
- Advise customers on payment strategies and products
- Deliver exceptional customer service and build trusted client relationships
- Address complex and escalated customer requests and transactions
- Contact customers to obtain information and communicate payment status and results
- Execute loss-mitigation processes for non-performing and high-risk accounts
- Handle incoming calls professionally and efficiently
- Probe to understand customer needs and provide collections-strategy advice
- Send client communications, process transactions, and coordinate with internal stakeholders
- Integrate marketing promotions and programs into customer conversations
- Develop action plans and solutions to maximize recovery and safeguard the Bank’s interests
- Serve as a support contact, resource, and coach for Consumer Collections personnel
- Review accounts and analyze data to assess collection probability and provide recommendations
- Gather and format data for regular and ad-hoc reports and dashboards
- Develop and execute short-term tactics and plans to drive behaviours, activities, and results
- Manage customer-call transactions or refer them to appropriate internal business groups
- Escalate complex or unresolved situations to managers
- Complete documentation to accurately process customer requests
- Integrate information from multiple sources to improve processes, analysis, and reporting
- Lead or participate in the design, implementation, and management of core business and group processes
- Support development and promotion of business/group programs
- Identify business needs and design or develop tools and training programs
- Collaborate in the collections lifecycle, including loss-mitigation solutions and default/foreclosure alternatives
- Follow documented policies and procedures
- Identify and make referrals to other business groups
- Maintain current knowledge of collections strategies, practices, trends, products, services, and regulatory requirements
- Maintain confidentiality of customer and Bank information
- Support continuous-improvement initiatives
- Apply BMO’s Risk Management Framework and make risk-informed decisions within approved policies and regulations
Requirements
- Typically 3–5 years of relevant experience
- Post-secondary degree in a related field of study or an equivalent combination of education and experience
- Knowledge of Credit Qualifications and associated credit knowledge and skills according to established qualification standards
- Good knowledge of federal, state/provincial and local laws pertaining to Consumer Collections and the functional area
- Good knowledge of BMO products and services
- Knowledge of competitive marketplace and trends in product offerings
- Specialized knowledge from education and/or business experience
- In-depth verbal and written communication skills
- In-depth collaboration and team skills
- In-depth analytical and problem-solving skills
- In-depth influence skills
- Bilingual English and French proficiency is mandatory
- Availability to work one of the listed evening-shift schedules
Benefits
- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
- Performance-based incentives
- Discretionary bonuses
- Other perks and rewards
- In-depth training and coaching
- Manager support
- Network-building opportunities
- Accommodations available on request during the selection process
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Spécialiste bilingue du recouvrement chez Daniels Health & Sharpsmart, fournisseur de solutions de sécurité médicale. Gestion des appels sortants, négociation des paiements et suivi des comptes clients.
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