Pre-Delinquency Contact Center Agent

BMO U.S.

. Review and evaluate delinquent, high-risk, or written-off accounts for collection opportunities .

Posted 10/23/2026full-timeRemote • CanadaMid-LevelSenior💰 CA$45,000 - CA$100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Consumer Collections, including loss-mitigation strategies and customer relationship management. Proficient in analyzing accounts, advising on payment strategies, and executing effective communication and negotiation skills.

Highest-signal resume keywords

Consumer Collections ExperienceLoss-Mitigation StrategiesAnalytical SkillsCustomer Relationship ManagementRegulatory Knowledge

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Credit Qualifications KnowledgePayment StrategiesAccount AnalysisReporting and DashboardsProcess Improvement

Soft Skills

Verbal CommunicationWritten CommunicationCollaborationProblem-SolvingInfluence Skills

Industry Keywords

Consumer CollectionsBMO Products and ServicesRegulatory EnvironmentMarket TrendsRisk Management Framework

About the role

Key responsibilities & impact

Review and evaluate delinquent, high-risk, or written-off accounts for collection opportunities
Provide collections-related sales and service to BMO customers and prospects
Advise customers on payment strategies and products
Deliver exceptional customer service and build trust with clients
Develop and maintain profitable customer relationships and expand share of wallet
Address complex escalated customer requests and transactions
Contact customers to obtain information and manage applications and payment status
Execute loss-mitigation processes for non-performing and high-risk accounts
Handle incoming calls professionally and efficiently
Probe customer needs and advise on payment and collections strategies
Send client communications, process transactions, and coordinate with internal stakeholders
Integrate marketing promotions into customer conversations
Support strategic initiatives and business/group solution implementation
Develop action plans to maximize recovery and safeguard the Bank’s interests
Coach and support Consumer Collections personnel
Negotiate with customers while following applicable guidelines and regulations
Review accounts, analyze collection probability, and provide recommendations
Prepare regular and ad-hoc reports and dashboards
Develop short-term tactics and plans to drive results
Manage customer-call transactions and referrals
Escalate unresolved situations to managers
Complete accurate customer-request documentation
Integrate information from multiple sources to improve processes and reporting
Participate in designing, implementing, and managing core business processes
Identify business needs and develop tools and training programs
Support the collections life cycle and execute loss-mitigation solutions
Follow documented policies and procedures
Maintain confidentiality of customer and Bank information
Identify and implement continuous process improvements
Maintain awareness of industry trends, best practices, and the regulatory environment
Apply BMO’s Risk Management Framework and make risk-informed decisions

Requirements

What you’ll need

Typically 3–5 years of relevant experience
Post-secondary degree in a related field of study or equivalent combination of education and experience
Knowledge of Credit Qualifications and associated credit knowledge and skills according to established qualification standards
Good knowledge of federal, state/provincial and local laws pertaining to Consumer Collections and the functional area
Good knowledge of BMO products and services
Knowledge of competitive marketplace and product-offering trends
Specialized knowledge from education and/or business experience
In-depth verbal and written communication skills
In-depth collaboration and team skills
In-depth analytical and problem-solving skills
In-depth influence skills
Availability for the stated shift: 1pm–9pm Tuesday to Friday and Saturday 10am–6pm

Benefits

Comp & perks

Health insurance
Tuition reimbursement
Accident and life insurance
Retirement savings plans
Performance-based incentives
Discretionary bonuses
Other perks and rewards
In-depth training and coaching
Manager support
Network-building opportunities
Accommodation available during the selection process