• Conduct patient experience surveys via outbound phone calls. • Clearly explain survey purpose and questions to respondents in a neutral, professional manner. • Accurately record survey responses and ensure data integrity. • Maintain strict confidentiality and comply with HIPAA and organizational privacy policies. • Meet productivity, quality, and response rate benchmarks. • Handle patient interactions with empathy, professionalism, and cultural sensitivity. • Identify and escalate patient concerns or issues according to established procedure. • Document call outcomes and update survey systems accurately. • Participate in training, calibration sessions, and quality assurance reviews as required.

• Provide and coordinate delivery of clinical resources to assure safe, high quality patient care and ensure continuity of care • Perform duties in an environment of care where the needs of a patient are short term, non-acute, and non-life threatening

• Provide support through inbound call handling. • Verify caller and patient identity in accordance with client-approved authentication procedures prior to discussing any account or refund-related information. • Assist callers in understanding the purpose of the refund initiative, the status of their refund and next steps based on client-approved workflows. • Respond to patient inquiries using approved scripts, workflows, and escalation protocols. • Accurately document all call interactions in client-designated systems, following training and documentation standards.

Role Description 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. - Lead complex conversations with customers to understand their complete financial situation and deploy tailored debt repayment offers. - Educate customers who may not fully understand their financial situation. - Make sound credit decisions for BMO and select appropriate treatment plans to improve customer financial health (e.g., balance pay-down, FICO score increases). - Solid understanding of credit products (e.g., credit cards, PLOC, PLP) and ability to interpret customer data (e.g., credit bureau reports, FICO scores). - Strong interpersonal and discovery skills to get customers comfortable sharing personal information. - Handle objections and adapt beyond call scripts when needed. - Attention to detail for tasks like reading regulatory scripts and ensuring proper documentation. - ALD certification is a plus; training will be provided if needed. - Deliver exceptional customer service that builds trust through expertise, responsive service, and support. - Develop rapport and instill confidence with clients to earn their trust as a relationship manager. - Address complex escalated customer requests and transactions. - Contact customers to obtain necessary information to manage their application, ensuring they are aware of the status/result of payments. - Execute established loss mitigation processes/procedures for non-performing and high-risk accounts. - Handle incoming calls in an informed, professional, and efficient manner. - Probe to understand customer needs and provide advice related to payments and overall collections strategies. - Send out client communications, process transactions, and interact with internal stakeholders to meet customer needs. - Integrate marketing promotions and programs into customer conversations as appropriate. - Provide advice and guidance to assigned business/group on implementation of solutions. - Support execution of strategic initiatives in collaboration with internal and external stakeholders. - Develop action plans and solutions to maximize recovery and safeguard the Bank’s interests. - Establish expertise with Consumer Collections personnel as a key support contact/resource/coach. - Utilize strong negotiation and interpersonal skills while adhering to guidelines, requirements, and regulations. - Review accounts and analyze data to determine the probability of collection; provide insights and recommendations. - Gather and format data into regular and ad-hoc reports and dashboards. - Develop and execute short-term tactics/plans to drive specific behaviors, activities, and results. - Manage all transactions related to customer calls or refer to appropriate internal business groups. - Escalate complex or unresolved customer situations to managers as required. - Complete required documentation to ensure customer requests are accurately processed. - Integrate information from multiple sources to enable more efficient processes and enhanced analysis. - Lead/participate in the design, implementation, and management of core business/group processes. - Support the development and promotion of a business/group program. - Identify business needs, design/develop tools and training programs; may include delivery of training. - Collaborate in the efficient functioning of the collections life cycle. - Follow documented policies and procedures to execute transactions, activities, and processes. - Maintain current knowledge of collections strategies, practices, and trends. - Maintain confidentiality of customer and Bank information. - Support continuous improvement initiatives by identifying and implementing changes. - Develop and maintain awareness of industry trends and best practices. - Think creatively and propose new solutions. - Exercise judgment to identify, diagnose, and solve problems within given rules. - Work mostly independently. - Broader work or accountabilities may be assigned as needed. Qualifications - Typically between 3 - 5 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience. - Knowledge of Credit Qualifications and associated credit knowledge and skills according to established qualification standards. - Knowledge of federal, state/provincial, and local laws pertaining to Consumer Collections - Good. - Knowledge of BMO products and services - Good. - 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. Requirements - Salary: $43,200.00 - $80,300.00 - Pay Type: Salaried - Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role. - May include a commission structure; salaries for part-time roles will be pro-rated based on hours worked. - Total compensation package may include performance-based incentives, discretionary bonuses, and other perks. Benefits - Health insurance - Tuition reimbursement - Accident and life insurance - Retirement savings plans