Credit card contact center representative for TD, North American financial institution. Handling customer inquiries, resolving issues, and recommending banking solutions through primarily remote work.
About the role
- BMO bilingual collections agent advising customers on payment strategies and products. Reviewing high-risk accounts, resolving delinquency, and maximizing recovery through remote customer service.
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 escalated customer requests and transactions
- Contact customers to obtain information and manage application/payment status
- Execute loss mitigation processes for non-performing and high-risk accounts
- Handle incoming calls professionally and efficiently
- Understand customer needs and provide collections strategy advice
- Send client communications and process transactions
- Collaborate with internal and external stakeholders on strategic initiatives
- Develop action plans and solutions to maximize recovery and safeguard the Bank’s interests
- Act as a support contact, resource, and coach for Consumer Collections personnel
- Negotiate with customers while adhering to applicable guidelines and regulations
- Review accounts, analyze data, and provide collection insights and recommendations
- Prepare regular and ad-hoc reports and dashboards
- Escalate complex or unresolved customer situations to managers
- Complete documentation and ensure accurate processing of customer requests
- Integrate information from multiple sources to improve processes, analysis, and reporting
- Design, implement, and manage core business/group processes
- Develop tools and training programs and deliver training when needed
- Participate in loss mitigation solutions, including loan modifications and liquidation
- Maintain knowledge of collections strategies, practices, trends, and regulatory requirements
- Maintain confidentiality of customer and Bank information
- Support continuous improvement initiatives and implement process changes
- Apply BMO’s Risk Management Framework and make risk-informed decisions
Requirements
- Typically 3–5 years of relevant experience
- Post-secondary degree in a related field of study or equivalent combination of education and experience
- Knowledge of Credit Qualifications and associated credit knowledge and skills according to established qualification standards
- Knowledge of federal, state/provincial and local laws pertaining to Consumer Collections and the functional area
- 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 communication ability
Benefits
- Performance-based incentives
- Discretionary bonuses
- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
- In-depth training and coaching
- Manager support
- Network-building opportunities
- Accommodations available on request during the selection process
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