BMO Financial Group
AccountResolutionSpecialist
“Account Resolution Specialist at BMO Financial Group. Skills: Customer service, Collections, Account resolution. Review and evaluate delinquent accounts. Provide collections-related sales and service”
What You'll Achieve.
Maximize recovery; Safeguard the Bank’s interests; Assist departments in achieving goals; Drive specific behaviours, activities, and results
Industry & Context.
Analytical and problem solving skills - In-depth; Exercises judgment to identify, diagnose, and solve problems within given rules
Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.
What They're Looking For.
Must Have
3 - 5 years of relevant experience, post-secondary degree in related field of study or an equivalent combination of education and experience, Knowledge of Credit Qualifications, Knowledge of federal, state/provincial and local laws pertaining to Consumer Collections and functional area, Knowledge of BMO products and services, Knowledge of competitive marketplace and trends in product offerings, Specialized knowledge from education and/or business experience, Verbal & written communication skills, Collaboration & team skills, Analytical and problem solving skills, Influence skills
What You'll Do.
Review and evaluate delinquent accounts
Provide collections-related sales and service
Advise customers on payment strategies
Fulfill sales and service activities
Send out client communications
Interface with operations partners
Develop rapport with clients
Maintain profitable relationships
Expand share of wallet
Contact customer for information
Manage customer application
Handle incoming calls
Address escalated customer requests
Probe to understand customer needs
Provide advice on payments
Integrate marketing promotions
Execute loss mitigation processes
Provide advice on solutions
Support strategic initiatives
Safeguard Bank's interests
Assist departments in achieving goals
Utilize negotiation skills
Utilize interpersonal skills
Gather and format data
Develop short term tactics
Drive specific behaviours
Escalate customer situations
Complete required documentation
Integrate information from multiple sources
Lead/participate in process design
Support program development
Identify business needs
Collaborate in collections life cycle
Execute loss mitigation solutions
Offer default alternatives
Deliver exceptional customer service
Follow documented policies
Keep abreast of Collections needs
Make referrals to business groups
Maintain knowledge of collections strategies
Maintain confidentiality
Support continuous improvement
Identify and implement changes
Develop awareness of industry trends
Propose new solutions
Diagnose and solve problems
Apply Risk Management Framework
Make risk informed decisions
How You'll Work.
Team & Collaboration
Collaborates in the review and evaluation of delinquent, high risk, or written-off accounts; Interfaces with operations partners to ensure customer needs are met; Supports the execution of strategic initiatives in collaboration with internal and external stakeholders; Establishes expertise with Consumer Collections personnel as a key support contact/resource/coach; Collaborates in efficient functioning of collections life cycle
Communication Scope
Verbal & written communication skills - In-depth
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