Application Deadline

11/14/2026

Address

VIRTUAL59 - REMOTE/TELETRAVAIL - ON - BMO

Job Family Group

Customer Shared Services

Shift

1pm to 9pm Tuesday to Friday, Saturday 10am to 6pm.

- 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 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 documentation to ensure customer's requests are accurately processed.
- Integrates information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting.
- Leads/participates in the design, implementation and management of core business/group processes.
- Supports the development and promotion of a business/group program.
- Identifies business needs, designs/develops tools and training programs; may include delivery of training to audiences.
- 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 effective.
- Develops and maintains awareness of industry trends an

📌 Pre-Delinquency Contact Center Agent (Canada)
🏢 Bank N.a.
📍 Canada