Bilingual Account specialist, LVAR (Low Value at Risk)

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. 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.
• 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.
• Analyzes data and information to provide insights and recommendations.
• 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.
• Organizes work information to ensure accuracy and completeness.
• 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.
• Delivers exceptional customer service that builds trust through expertise, responsive service and support.
• Follows documented policies and procedures to execute transactions, activities and processes.
• Keeps abreast of needs of the Collections departments. Identifies and makes referrals to other business groups as needed.
• Maintains current knowledge of collections strategies, practices, and trends and integrates into customer conversations in a professional manner.
• Maintains the confidentiality of customer and Bank information.
• Supports continuous improvement initiatives by identifying and implementing changes to make processes more effective and efficient.
• Develops and maintains awareness of industry trends and best practices and the regulatory environment as it relates to collections products and services.
• Completes complex & diverse tasks within given rules / limits.
• Analyzes issues and determines next steps

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