Bank of Montreal (BMO Financial Group) is hiring a Bilingual Collections Agent – High Value At Risk (HVAR)

Bank of Montreal (BMO) is hiring a Bilingual Collections Agent – High Value At Risk (HVAR) to protect the bank's value proposition, minimize financial losses, and maintain positive customer relations through expert negotiation and problem-solving. You will join our Customer Shared Services team, reporting to the Manager, HVAR.

What You'll Do

• Negotiate amicable solutions using knowledge of debt collection practices, Canadian Privacy and Collection laws.
• Act decisively and effectively when dealing with sensitive customer situations, diffusing irate customers and maintaining poise.
• Determine root causes of issues and propose options to minimize loss, mitigate risk, and preserve customer loyalty.
• Interview customers and update financial, demographic profiles and security status, ensuring documentation is complete and accurate.
• Drive decision-making based on gathered facts, data, observation, and analysis.
• Leverage networks and improve knowledge of collection, governance, audit and compliance practices to adapt strategies.
• Collaborate closely with multiple lines of business within the organization to mitigate risk and improve performance.
• Represent the business unit as a subject matter expert in inter-departmental policy and procedures implementation.
• Comply with all applicable BMO and Line of Business policies, standards, guidelines and controls.

What We're Looking For

• Fluent in French and English.
• Extensive knowledge of BMO Retail lending products and procedures related to collections.
• In-depth knowledge of Privacy Legislation and the Collection Act.
• Strong problem-solving, communication, conflict management, and negotiation skills.
• Ability to work independently or as part of a small team in a busy, fast-paced environment.
• Good working knowledge of Bank supported software (Excel, Word, Microsoft Office) and Bank Systems (Strata, ECP, angular tool, TSYS, Optimizer, MDIF).
• Good working knowledge of Financial Statements, Bank OFSI standards, and Business Recovery Planning.
• Excellent knowledge of Collection Processes and Procedures, including skip tracing techniques.
• Schedule availability: Mon – Fri 8:00 am to 10:30 pm flexibility (weekly rotation of day/evening shifts), Sat – 8:00 am to 4:00 pm bi-weekly rotation, Sun – 1:00 am to 8:00 pm bi-weekly rotation.

Nice to Have

• Knowledge of all the BMO approved offers and solutions for delinquent clients.

Technical Stack

• Excel, Word, Microsoft Office
• Strata, ECP, angular tool, TSYS, Optimizer, MDIF

Team & Environment

You will join the Customer Shared Services team and report to the Manager, HVAR.

Benefits & Compensation

• Compensation range: $43,200.00 - $80,300.00
• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans

Work Mode

This is a hybrid position with Virtual locations.

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.