VIRTUAL59 - REMOTE/TELETRAVAIL - ON - BMO XXXXX Ontario,X0X 0X0
Must have Collections experience.
Schedule availability:
Mon – Fri 8:00 am to 10:30 pm flexibility (weekly rotation of day/evening shifts)
Sat – 8:00 am to 4:00 pm bi-weekly rotation
Sun – 1:00 am to 8:00 pm bi-weekly rotation
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.

KEY ACCOUNTABILITIES

• Negotiate amicable solutions by utilizing knowledge of debt collection practices, Canadian Privacy and Collection laws and processes.
• Utilize sound knowledge and understanding of the terms and conditions of BMO agreements in order to effectively educate customers on their obligations of said contracts.
• Act decisively and effectively when dealing with sensitive customer situations
• Acknowledge and respond to customer inquiries and escalations and, where appropriate, arrange to provide additional information either through branch, telephone or written correspondence to achieve mutually satisfactory arrangements.
• Diffuse irate customers and maintain poise and perseverance in order to effectively manage customer interactions and successfully identify the root cause of issues and provide appropriate solutions.
• Determine the root cause of issues and propose appropriate options in order to minimize loss, mitigate overall risk to BMO and preserve customer loyalty, where possible.
• Apply advanced thinking in assessing the uniqueness of each situation in making sound decisions that balance the organizations need to minimize risk and losses.
• Interview customers and update financial, demographic profiles and security status ensuring documentation is complete and accurate.
• Continuously identify and recommend improvements to job operational effectiveness and advise manager of opportunities to improve processes and procedures
• Engage the customer in mutual problem solving when dealing with non-routine situational factors to create personal, unique solutions.
• Maintain poise and perseverance when dealing with dissatisfied or difficult customers.Utilize highly effective analytic skills to quickly determine the root cause of delinquency and propose appropriate options on individual accounts to minimize loss, mitigate overall risk to BMO and preserve customer loyalty, where possible.
• Focus at all times on loss protection to the bank and ensure that every effort is made to preserve the bank’s relationship with the customer for this and future transactions, products and services.
• Performs other duties and special projects as required.

KNOWLEDGE AND SKILLS

• Extensive understanding of secured and unsecured portfolios
• Good working knowledge of Bank supported or other software ie: Excel, Word, Microsoft Office etc.
• Good working knowledge of Bank Systems ie: Strata, ECP, angular tool, TSYS, Optimizer, MDIF
• Good working knowledge of Financial Statements, Bank OFSI standards and Business Recovery Planning.
• Good practical knowledge of Business Computer Systems
• Excellent knowledge of Collection Processes and Procedures
• Knowledge of skip tracing techniques and good skip tracing skills.
• Excellent verbal and written communication skills.
• Professional and courteous phone manner in order to deal effectively with customers and sensitive situations.
• Strong interpersonal, analytical, negotiation and decision making skills.
• Demonstrated ability to resolve difficult client exchanges through high quality, service oriented interactions.
• Ability to work independently or part of a small team (pairing) in a busy, fast paced environment.

ABOUT US

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/ca/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. 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

• Comply with all applicable BMO and Line of Business policies, standards, guidelines and controls.
• Maintain BMO’s professional image and Code of Conduct.
• Maintain confidentiality and security standards.