[Remote] Bilingual Account specialist, LVAR (Low Value at Risk)

Note: The job is a remote job and is open to candidates in USA. BMO is a leading financial institution committed to creating lasting, positive change. They are seeking a Bilingual Account Specialist to manage collections for delinquent and high-risk accounts, providing exceptional customer service and developing long-term relationships with clients.

Responsibilities

• 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

Skills

• Typically between 1 – 2 years of relevant 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
• Knowledge of competitive marketplace and trends in product offerings
• Basic specialized knowledge
• Verbal & written communication skills - Good
• Organization skills - Good
• Collaboration & team skills - Good
• Analytical and problem solving skills - Good

Benefits

• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans

Company Overview