Pre-Delinquency Call Center Specialist; Inbound​/Outbound

Remote Full-time

Daily Drop — Subscriber Perk

Pre-approved car loan — offer in minutes after work

VIRTUAL(R)59 - REMOTE/TELETRAVAIL - ON - BMO

Job Family Group:

Customer Shared Services

We are seeking high-performing level 5 employees to join our expanding Pre-Delinquency call center team (inbound / outbound calls). This is a cross-Canada remote role.

Agents will lead complex conversations with customers to understand their complete financial situation and deploy tailored debt repayment offers. This includes educating customers who may not fully understand their financial situation. Agents will be expected to make sound credit decisions for BMO and select the appropriate treatment plan to improve customer financial health (e.g., balance pay-down, FICO score increases).

Employees must have a solid understanding of credit products (e.g., credit cards, PLOC, PLP), and the ability to interpret customer data (e.g., credit bureau reports, FICO stores) and leverage it to guide decision making. Strong interpersonal and discovery skills (i.e., getting customers comfortable to share personal information) are critical. Agents must be able to handle objections and adapt beyond call scripts when needed.

Attention to detail is important for tasks like reading regulatory scripts and ensuring proper documentation. ALD certification is a plus, although agents will receive training if needed to become certified.

• 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 applicable guidelines, requirements and regulations.

• Reviews accounts and analyzes data and information to determine the probability of collection; provide insights and recommendations.

• Gathers and formats data into regular and ad-hoc reports, and dashboards.

• Develops and executes short term tactics/plans to drive specific behaviours, activities, and results.

• 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…