[Remote] Bilingual solutions support agent

Note: The job is a remote job and is open to candidates in USA. BMO, the Bank of Montreal, is seeking a Bilingual Solutions Support Agent to provide exceptional customer service and support to clients. The role focuses on understanding customer needs, advising on payment strategies, and managing collections-related sales and service activities.

Responsibilities

• 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
• 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
• 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
• Analyzes issues and determines next steps; escalates as required
• Broader work or accountabilities may be assigned as needed
• Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations

Skills

• Typically between 1 – 2 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience
• Working knowledge of federal, state/provincial and local laws pertaining to Consumer Collections and functional area
• Knowledge of BMO products and services
• Knowledge of competitive marketplace and trends in product offerings
• Basic specialized knowledge
• Verbal & written communication skills - Good
• Organization skills - Good
• Collaboration & team skills - Good
• Analytical and problem solving skills - Good
• You're fluent in French and English as this role provides support to clients and team members inside and/or outside the province of Quebec

Benefits

• Performance-based incentives
• Discretionary bonuses
• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans
• In-depth training and coaching
• Manager support and network-building opportunities
• Tools and resources you need to reach new milestones

Company Overview