Bank of Montreal (BMO Financial Group) is hiring a Bilingual Account Specialist (Remote)

Bank of Montreal (BMO) is hiring a Bilingual Account Specialist to join our Customer Shared Services team. In this remote role, you will collaborate to review delinquent, high-risk, or written-off accounts to identify collections opportunities. You'll build customer relationships by understanding their needs and advising on payment strategies and suitable products.

What You'll Do

• Deliver exceptional, responsive customer service that builds trust through expertise.
• Develop rapport and credibility with clients as a trusted relationship manager.
• Execute established loss mitigation processes 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.
• Send client communications, process transactions, and interact with internal stakeholders.
• Integrate marketing promotions and programs into customer conversations as appropriate.
• Analyze data and information to provide insights and recommendations.
• Manage all transactions from customer calls or refer to appropriate internal groups.
• Complete required documentation to ensure customer requests are accurately processed.
• Collaborate in the efficient functioning of the collections life cycle.
• Follow documented policies and procedures to execute transactions and activities.
• Maintain current knowledge of collections strategies, practices, and regulatory trends.
• Support continuous improvement initiatives by identifying and implementing process enhancements.
• Complete complex tasks within given rules and analyze issues to determine next steps.

What We're Looking For

• 1–2 years of relevant experience and a post-secondary degree in a related field (or equivalent combination).
• Ability to work a flexible shift schedule: Monday–Friday 7:00 a.m.–11:00 p.m., Saturdays 8:00 a.m.–6:00 p.m., and Sundays 1:00 p.m.–8:00 p.m. EST.
• Availability to start on March 4th.
• Working knowledge of federal, state/provincial, and local laws pertaining to Consumer Collections.
• Knowledge of BMO products and services and the competitive marketplace.
• Bilingual proficiency (English, French).
• Good verbal, written communication, organization, collaboration, and analytical skills.

Team & Environment

You'll be part of the Customer Shared Services team at BMO, working in a fully remote capacity.

Benefits & Compensation

• Compensation: $36,000.00 - $54,500.00
• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans
• Performance-based incentives and discretionary bonuses
• Other perks and rewards

Work Mode

This is a fully remote position.

BMO is committed to an inclusive, equitable, and accessible workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process.