BMO Financial Group Call Centre Agent - Collections in Quebec, Canada

Description:

Permanent position, 37.5h per week

Candidates must be fully available and flexible:

- Monday – Friday: 8am pm to 10:00 pm

- Saturday: 8:00 am to 4:00 pm

- Sunday: 1:00 pm to 8:00 pm

Location : 129 St. Jacques W., Montreal

Mandate:

The Collections Agent is accountable to collect delinquent and over limit accounts while maintaining a high standard of efficiency and customer/client service focus within a collection based call centre environment.

  • Maintain objectivity with each customer encounter

  • Assume responsibility of outcome on achieved metrics

  • Follow the beginning and ending processes of inbound and outbound calls

  • Use basic procedure to arrange and coordinate firm payment arrangements within established risk policy

  • Assess and mitigate risk by referring accounts for further action

  • Document call activity details in appropriate system to reflect action taken

  • Demonstrate aptitude to master conflict management & resolution strategies to effectively manage control of situations

  • Demonstrate aptitude to master complete call resolution process

  • Participate in team meetings interacting and collaborating with team members

Qualifications:

Qualifications:

  • Completed high school education or equivalent related work experience, post-secondary education an asset.

  • 1 to 2 years experience in collections, account recovery, or outbound calling preferred.

  • Bilingualism in French and English required

  • Good understanding of the collections process.

  • Ability to work with established targets.

  • Strong customer service focus.

  • Basic understanding of bank products and services.

  • Solid communication skills both in written and verbal.

  • Good attention to detail.

  • Ability to work within a team environment.

  • Previous experience in a call centre or collection environment an asset.

  • Working knowledge of PC and windows based programs.

  • Prior experience with a dialer system is preferred.

At our company, we have been helping our customers and communities for over 195 years. Working with us means being part of a team of talented and passionate individuals with a shared focus on working together to deliver great customer experiences. We stand behind your success with the support you need to turn your potential into performance.

To find out more visit our website at www.bmo.com/careers .

BMO Financial Group is committed to an inclusive, equitable and accessible workplace. By embracing diversity, we gain strength through our people and our perspectives. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Job Field:

Call Centre

Job Schedule:

full-time

Primary Location:

Canada-Quebec-Montreal