Bilingual Collections Agent, Value At Risk; HVAR

Final date to receive applications:

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Quick Overview

A High Value at Risk (HVAR) Collector is responsible for the collection of BMO’s highest risk accounts. To be successful in their role, the individual requires extensive knowledge of Retail lending products and procedures related to collections in order to successfully assess and mitigate issues that could potentially lead to Risk to the Bank. The agent must also possess strong problem solving, communication and conflict management skills in order to successfully offer customers the highest quality service when applying appropriate solutions.

Knowledge of hardship solutions for delinquent clients would be beneficial.

Key Accountabilities

Act decisively and effectively when dealing with sensitive customer situations 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. Apply advanced thinking in assessing the uniqueness of each situation in making sound decisions that balance the organizations need to minimize risk and losses.

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.

Location: Virtual

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

Training length: 7 weeks.

Description

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.
• Addresses the more complex escalated customer requests and transactions.
• Contacts the customer to obtain the necessary information to manage their application (as required) ensuring the customer is aware at all times of the status/result of the present and future payments.
• 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.
• Provides advice and guidance to assigned business/group on implementation of solutions.
• Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
• Develops action plans and solutions to maximize recovery and safeguard the Bank’s interests.
• Establishes expertise with Consumer Collections personnel as a key support contact/resource/coach with proficiency and tools to assist departments in achieving goals.
• Utilizes strong negotiation skills and interpersonal skills, while adhering to all…