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BMO Financial Group Bilingual (English/French) Account Specialist, Collections in Montreal, Quebec


2465 Argentia Road

Job Family Group:

Customer Shared Services

Adhere to a high volume complex portfolio to carry out experience collection methods while maintaining a high standard of professionalism and customer/client service focus dealing with executors, branches and insurance companies in a collection based call centre environment. Providing excellence in client care skills, demonstrating compassion and empathy along with exceptional listening and communication skills. Accountable to collect on outstanding Estate accounts to mitigate high delinquency and loan loss while maximizing recoveries. Understand and achieve the prescribe defined targets within role to effectively collect on delinquent accounts.

  • Delivers exceptional customer service that builds trust through expertise, responsive service and support.

  • Sends out client communications, transaction processes, and interfaces with operations partners to ensure customer needs are met.

  • Develops rapport and instils confidence with clients in order to develop credibility and earn their trust as relationship manager.

  • 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.

  • 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.

  • Integrates marketing promotions and programs into customer conversations as appropriate.

  • Executes established loss mitigation processes/procedures for the resolution of non-performing and high risk accounts.

  • Sends out client communications, transaction processes, and interfaces with operations partners to ensure customer needs are met.

  • Establishes expertise with Consumer Collections personnel as a key support contact/resource/coach with proficiency and tools to assist departments in achieving goals.

  • 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 and may include handling escalations from other employees.

  • Analyzes issues and determines next steps.

  • Broader work or accountabilities may be assigned as needed.


  • Bilingualism is required: English/French

  • Typically between 2 - 3 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.

  • Knowledge of federal, state/provincial and local laws pertaining to Consumer Collections and functional area - Good.

  • Knowledge of BMO products and services - Good.

  • Knowledge of competitive marketplace and trends in product offerings.

  • Specialized knowledge.

  • Verbal & written communication skills - Good.

  • Organization skillls - Good.

  • Collaboration & team skills - Good.

  • Analytical and problem solving skills - Good.

We’re here to helpAt 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://bmocareers.com.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.

BMO Financial GroupServing customers for 200 years and counting, BMO is a highly diversified financial services provider – the 8th largest bank, by assets, in North America. With total assets of $728 billion as of October 31, 2018, and a team of diverse and highly engaged employees, BMO provides a broad range of personal and commercial banking, wealth management and investment banking products and services to more than 12 million customers and conducts business through three operating groups: Personal and Commercial Banking, BMO Wealth Management and BMO Capital Markets.We serve Canadian clients through BMO Bank of Montreal®, our personal and commercial banking business, BMO Nesbitt Burns®*, one of Canada's leading wealth management firms, and BMO Capital Markets™, our North American investment and corporate banking division.In the United States, clients are served through BMO Harris Bank, a major U.S. Midwest personal and commercial bank, and BMO Private Bank, with wealth management offices across the United States, as well as BMO Capital Markets™, our North American investment and corporate banking division.We help our customers make money make sense by delivering the broadest range of financial services through a single point of contact. Our financial service professionals provide access to any services our customers require across the entire enterprise.