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
Fulfills sales and service activities in accordance with approved procedures
Delivers exceptional customer service that builds trust through expertise
Develops rapport and instils confidence with clients
Contacts customers to manage their applications
Executes established loss mitigation processes and procedures
Handles incoming calls in an efficient manner
Probes to understand customer needs related to payments
Integrates marketing promotions into customer conversations
Supports execution of strategic initiatives in collaboration with stakeholders
Develops action plans to maximize recovery
Establishes expertise with Consumer Collections personnel
Reviews accounts and analyzes data to determine the probability of collection
Gathers and formats data into reports and dashboards
Leads/participates in the design, implementation and management of processes

Typically between 3
5 years of relevant experience
Post-secondary degree in related field of study or equivalent combination of education and experience
Knowledge of Credit Qualifications and associated credit knowledge and skills
Knowledge of federal, state/provincial and local laws pertaining to Consumer Collections
Knowledge of BMO products and services
Knowledge of competitive marketplace and trends in product offerings
Specialized knowledge from education and/or business experience
Verbal & written communication skills
In-depth
Collaboration & team skills
In-depth
Analytical and problem-solving skills
In-depth
Influence skills
In-depth

Insolvency Collections Specialist

Key skills