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Bilingual Restructure Specialist

BilingualBilingualFull TimeRemoteMid LevelTeam 5,001-10,000H1B No SponsorCompany SiteLinkedIn

Location

Canada

Posted

8 days ago

Salary

$38.5K - $71K / year

Seniority

Mid Level

Bachelor Degree2 yrs expFrenchEnglish

Job Description

Bilingual Restructure Specialist

BMO U.S.

• 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 • Supports 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 • Contacts the customer to obtain the necessary information to manage their application (as required) • 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 • 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 • Delivers exceptional customer service that builds trust through expertise, responsive service and support • Keeps abreast of needs of the Collections departments • 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 • Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees • Analyzes issues and determines next steps

Job Requirements

  • Typically between 2 - 3 years of relevant experience
  • 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 skills - Good
  • Collaboration & team skills - Good
  • Analytical and problem solving skills - Good
  • Fluent in French and English

Benefits

  • health insurance
  • tuition reimbursement
  • accident and life insurance
  • retirement savings plans

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