Job Description

We are currently seeking an "Bilingual Customer Service" for a contract role with one of our clients based out in Mississauga, ON/Remote.
Duration: 06+ Months
Role Mandate:
The Early Stage Collections, call center agent is accountable for collecting 1-3 cycle delinquent and overdrawn accounts while maintaining a high standard of efficiency and customer/client service focus within a collection call center environment. Call center agents in the Early Stages department are to maintain objectivity with each customer encounter. Assess risk and make payment arrangements within established process or refer customers for alternate Re-Payment solutions (i.e., Reduced, or deferred payment programs, restructure, hardship, etc.). Engage in pro-active solution outreach offers to non-delinquent segment of BMO borrowers. Agents are expected to meet specific quality and metric targets align with the LOB.
Role Responsibilities:

• Perform In-bound/Outbound collections call to clients regarding passed due payments
• Respond to inquiries regarding delinquent accounts and negotiate payment arrangement
• Offer Hardship solutions to customers by completing risk assessments
• Perform other related service responsibilities as required
• Document all activity details in appropriate systems
• Manages all transactions related to customer and branch calls or refers to appropriate internal business groups
• Follows documented policies and procedures to execute transactions, activities and processes within assigned authorities

Must-Have Skills:

• Strong communication and writing skills
• 6 months of previous call center minimum
• Basic understanding of Consumer Collections and relevant functional procedures
• Intermediate knowledge of Client Office (Excel, Word, Outlook)
• Strong conversation communication skills and negotiating skills
• Proven ability to work effectively in a fast-paced environment
• Proven ability to multi-task, prioritize workload and meet deadlines

- Bilingual French/English
Nice-to-Have Skills

• Previous FI / banking experience
• Collections experience
• Experience in a similar role

Regards
Shivam Sengar
Contact: 289.270.1767
Mail: