#B2COperations

You may be eligible for 100% remote work, depending upon your proximity to our BMO office locations.

Are you a strong problem solver who understands that life can throw unexpected things our way?

A trusted and reassuring presence, our team members are there for our customers at their most vulnerable. As the first point of contact for customers in hardship, we are here to listen, get to the root of the problem and find the best way to set people back on the path to financial confidence and freedom.

This role would suit someone who puts people at the heart of everything and gets satisfaction from finding the right-fit solution. No two days, customers, or problems are the same and our agents know that their work has real-life impact on the people we help. Sound good? Apply today!

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

BMO Financial Group strives to create a workplace that:

• Values new ideas, different perspectives and the opinions of all employees;
• Promotes teamwork and draws on the strength of each employee;
• Supports individual needs & welcomes and celebrates our differences;
• Provides the tools and resources so that each employee can contribute to their full potential
  
  
  

Working together, we are creating an organization that is built upon and driven by a winning culture and sets the standard for the financial services industry.

Employee Value Proposition:

• Flexible work schedule including possible, remote/hybrid position
• Working environment that values equity, diversity, inclusion and growth
  
  
  

The Early Stage Collections, Call center agent is accountable for collecting 1-3 cycle delinquent and overdrawn accounts while maintaining a high standard of efficiency and customer/client service focus within a collection call center environment. Dialer agents are to maintain objectivity with each customer encounter. Assess risk and make payment arrangements within established process or refer customers for alternate Re-Payment solutions (i.e.. Reduced or deferred payment programs, restructure, hardship, etc.). Engage in pro-active solution outreach offers to non-delinquent segment of BMO borrowers. Agents are expected to meet specific quality and metric targets align with the LOB.

Daily Responsibilities:

• Perform In-bound/Outbound collections call to clients regarding passed due payments
• Respond to inquiries regarding delinquent accounts and negotiate payment arrangement
• Offer Hardship solutions to customers by completing risk assessments
• Perform other related service responsibilities as required
• Document all activity details in appropriate systems
• Manages all transactions related to customer and branch calls or refers to appropriate internal business groups.
• Follows documented policies and procedures to execute transactions, activities, and processes within assigned authorities.
  
  
  

Qualifications and Skills:

• Typically, between 1 – 2 years of call center or customer service experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.
• Working knowledge of federal, state/provincial, and local laws pertaining to Consumer Collections and functional area.
• Knowledge of BMO products and services and Consumer Collections
• Knowledge of competitive marketplace and trends in product offerings.
• Basic specialized knowledge.
• Verbal & written communication skills (French and English) - Good.
• Organization skills - Good.
• Collaboration & team skills - Good.
• Analytical and problem-solving skills - Good.
• Intermediate knowledge of Microsoft Office (Excel, Word, Outlook)
• Strong communication and negotiating skills
• Proven ability to work effectively in a fast-paced environment
• Proven ability to multi-task, prioritize workload and meet deadlines
  
  
  

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. Support 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.
• 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.
• 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. Solutions range from various loan modification options to liquidation for borrowers with delinquent and high risk loans in order to offer default / foreclosure alternatives and minimize losses.
• Delivers exceptional customer service that builds trust through expertise, responsive service and support.
• Follows documented policies and procedures to execute transactions, activities and processes.
• Keeps abreast of needs of the Collections departments. Identifies and makes referrals to other business groups as needed.
• 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.
• Develops and maintains awareness of industry trends and best practices and the regulatory environment as it relates to collections products and services.
• Completes complex & diverse tasks within given rules/limits.
• Analyzes issues and determines next steps; escalates as required.
• Broader work or accountabilities may be assigned as needed.
  
  
  

We’re here to help

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/us/en

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. BMO is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.