Bilingual Senior Associate

il y a 2 semaines

Caen, Normandie, France Bank of Montreal Temps plein
Job Summary

We are seeking a highly skilled Bilingual Senior Associate to join our Collections team. As a key member of our team, you will be responsible for reviewing and evaluating delinquent accounts, providing collections-related sales and service to customers, and advising on payment strategies and products.

Key Responsibilities
  • Deliver exceptional customer service, building trust through expertise, responsive service, and support.
  • Develop rapport and instill confidence with clients to establish credibility and earn their trust as a relationship manager.
  • Address complex escalated customer requests and transactions.
  • Obtain necessary information from customers to manage their applications, ensuring they are aware of the status and result of payments.
  • Execute established loss mitigation processes and 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 on payments and collections strategies in their best interests.
  • Send client communications, process transactions, and interact with internal stakeholders to meet customer needs.
  • Integrate marketing promotions and programs into customer conversations as appropriate.
  • Provide guidance and support to assigned business groups on implementing solutions.
  • Support the execution of strategic initiatives 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 skills and interpersonal skills, adhering to applicable guidelines, requirements, and regulations.
  • Review accounts, analyze data, and provide insights and recommendations.
  • Gather and format data into regular and ad-hoc reports and dashboards.
  • Develop and execute short-term tactics to drive specific behaviors, activities, and results.
  • Manage transactions related to customer calls or refer to internal business groups.
  • Escalate complex or unresolved customer situations to managers as required.
  • Complete required documentation to process customer requests accurately.
  • Integrate information from multiple sources to enable efficient processes, enhanced analysis, and streamlined reporting.
  • Lead/participate in designing, implementing, and managing core business/group processes.
  • Support the development and promotion of business/group programs.
  • Identify business needs, design/develop tools and training programs, and deliver training to audiences.
  • Collaborate in the efficient functioning of the collections life cycle, including participating in established loss mitigation solutions for non-performing and high-risk accounts.
  • Follow documented policies and procedures to execute transactions, activities, and processes.
  • Maintain current knowledge of collections strategies, practices, and trends, integrating into customer conversations professionally.
  • Maintain confidentiality of customer and Bank information.
  • Support continuous improvement initiatives by identifying and implementing changes to make processes more effective and efficient.
  • Develop and maintain awareness of industry trends and best practices and the regulatory environment related to collections products and services.
  • Think creatively and propose new solutions.
  • Exercise judgment to identify, diagnose, and solve problems within given rules.
  • Work mostly independently.
  • Broaden work or accountabilities may be assigned as needed.
Qualifications
  • Typically between 3-5 years of relevant experience and a post-secondary degree in a 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 and functional area - 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.
Salary and Benefits

The salary for this role is $82,500.00 per year, paid on a salaried basis. BMO Financial Group's total compensation package includes performance-based incentives, discretionary bonuses, and other perks and rewards. We also offer health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans.

At BMO, we are driven by a shared Purpose: Boldly Grow the Good in business and life. We strive 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.

We are 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.

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