Bilingual Pre-Delinquency Contact Center Agent

Application Deadline:09/19/2026Address:VIRTUAL61 - REMOTE/TELETRAVAIL - QC - BMOJob Family Group:Customer Shared ServicesCollaborates 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. Support 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.

• Addresses the more complex escalated customer requests and transactions.

• Contacts the customer to obtain the necessary information to manage their application (as required) ensuring the customer is aware at all times of the status/result of the present and future payments.

• 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.

• Provides advice and guidance to assigned business/group on implementation of solutions.

• Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.

• Develops action plans and solutions to maximize recovery and safeguard the Bank’s interests.

• Establishes expertise with Consumer Collections personnel as a key support contact/resource/coach with proficiency and tools to assist departments in achieving goals.

• Utilizes strong negotiation skills and interpersonal skills, while adhering to all applicable guidelines, requirements and regulations.

• Reviews accounts and analyzes data and information to determine the probability of collection; provide insights and recommendations.

• Gathers and formats data into regular and ad-hoc reports, and dashboards.

• Develops and executes short term tactics/plans to drive specific behaviours, activities, and results.

• 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.

• Integrates information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting.

• Leads/participates in the design, implementation and management of core business/group processes.

• Supports the development and promotion of a business/group program.

• Identifies business needs, designs/develops tools and training programs; may include delivery of training to audiences.

• 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.

• Deliv...