P&C Business Partner Consultant serving TELUS Health Employer Solutions leadership team. Leading people strategies, managing employee relations, and driving engagement initiatives.
About the role
- Bilingual Restructure Specialist at BMO reviewing accounts and providing collections-related service. Building customer relationships to deliver exceptional service in a bilingual environment.
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
- Supports areas may include, but are not limited to, coaching and training, quality audits, vendor management and credit collection disputes
- 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
- Develops and maintains long-term, profitable relationships and expands share of wallet
- Contacts the customer to obtain the necessary information to manage their application (as required)
- 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
- Sends out client communications, processes transactions and interacts with internal stakeholders to ensure customer needs are met
- Integrates marketing promotions and programs into customer conversations as appropriate
- Establishes expertise with Consumer Collections personnel as a key support contact/resource/coach with proficiency and tools to assist departments in achieving goals
- Analyzes data and information to provide insights and recommendations
- Manages all transactions related to customer calls or refers to appropriate internal business groups
- Escalates complex or unresolved customer situations to managers as required
- Completes required documentation to ensure customer’s requests are accurately processed
- Organizes work information to ensure accuracy and completeness
- Collaborates in efficient functioning of collections life cycle
- Includes participating in the execution of established loss mitigation solutions for the successful resolution of non-performing and high risk accounts
- Delivers exceptional customer service that builds trust through expertise, responsive service and support
- Keeps abreast of needs of the Collections departments
- Maintains current knowledge of collections strategies, practices, and trends and integrates into customer conversations in a professional manner
- Maintains the confidentiality of customer and Bank information
- Supports continuous improvement initiatives by identifying and implementing changes to make processes more effective and efficient
- Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees
- Analyzes issues and determines next steps
Requirements
- Typically between 2 - 3 years of relevant experience
- Post-secondary degree in related field of study desirable or an equivalent combination of education and experience
- Knowledge of federal, state/provincial and local laws pertaining to Consumer Collections and functional area - Good
- Knowledge of BMO products and services - Good
- Knowledge of competitive marketplace and trends in product offerings
- Specialized knowledge
- Verbal & written communication skills - Good
- Organization skills - Good
- Collaboration & team skills - Good
- Analytical and problem solving skills - Good
- Fluent in French and English
Benefits
- health insurance
- tuition reimbursement
- accident and life insurance
- retirement savings plans
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