Account Resolution Specialist: Commercial Banking

About the role

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.

Responsibilities

• Supports areas including coaching and training, quality audits, vendor management and credit collection disputes.
• Delivers exceptional customer service that builds trust through expertise, responsive service and support.
• Sends out client communications, transaction processes, and interfaces with operations partners to ensure customer needs are met.
• 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.
• Handles incoming calls in an informed, professional, and efficient manner.
• Addresses the most complex escalated customer requests and transactions.
• Provides advice and guidance to assigned business/group on implementation of solutions.
• Executes established loss mitigation processes/procedures for the resolution of non-performing and high risk accounts.
• 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.
• Led/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.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works mostly independently.

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 the 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.

Pay

$41,714.00 - $77,500.00

Schedule

Salaried

Benefits

BMO offers a comprehensive benefits package including health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. For more information, please visit: https://jobs.bmo.com/us/en/Total-Rewards