LVAR Account Specialist

📋 Description

• • Collaborates in the review and evaluation of delinquent, high-risk, or written-off accounts to identify potential collections opportunities.
• • Delivers exceptional customer service by building trust through expertise, responsive support, and professional communication.
• • Develops and maintains long-term, profitable relationships with customers to expand share of wallet and foster loyalty.
• • Advises customers on payment strategies and financial products aligned with their objectives and regulatory requirements.
• • Executes established loss mitigation processes for non-performing and high-risk accounts, including loan modification options and default alternatives.
• • Handles incoming customer calls in a professional, informed, and efficient manner to resolve account issues and provide guidance.
• • Probes to understand customer needs and provides tailored advice on collections strategies that serve the customer’s best interests.
• • Sends client communications, processes transactions, and coordinates with internal stakeholders to ensure accurate fulfillment of customer requests.
• • Integrates marketing promotions and programs into customer conversations where appropriate to enhance engagement and outcomes.
• • Analyzes account data and information to generate insights and recommendations for improved collections outcomes.
• • Manages all transactions related to customer interactions or escalates to appropriate internal business groups as needed.
• • Completes required documentation to ensure customer requests are accurately recorded and processed.
• • Organizes work information to maintain accuracy, completeness, and compliance with internal procedures.
• • Supports the efficient functioning of the collections life cycle by participating in the execution of loss mitigation solutions.
• • Follows documented policies and procedures to execute all transactions, activities, and processes in alignment with bank standards.
• • Maintains current knowledge of collections strategies, industry trends, regulatory environments, and BMO product offerings.
• • Keeps confidential all customer and bank information in accordance with data protection policies.
• • Identifies opportunities for process improvement and supports continuous improvement initiatives within the collections function.
• • Makes referrals to other business groups when customer needs extend beyond the scope of collections services.
• • Completes complex and diverse tasks within established rules, limits, and compliance frameworks.
• • Analyzes issues, determines appropriate next steps, and escalates unresolved or complex situations to managers.
• • Applies BMO’s Risk Management Framework and Risk Culture to make sound, risk-informed decisions that protect assets and align with business strategy.
• • Adheres to all applicable laws, regulations, policies, standards, and procedures governing consumer collections.
• • Broader work or accountabilities may be assigned as needed to support evolving business priorities.