Pre-Delinquency Contact Center Agent

BMO U.S.

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

Posted 10/7/2026full-timeRemote • CanadaMid-LevelSenior💰 CA$45,000 - CA$100,000 per yearWebsite

About the role

Key responsibilities & impact

Review and evaluate delinquent, high-risk, or written-off accounts for collection opportunities
Provide collections-related sales, service, payment-strategy advice, and product guidance to BMO customers and prospects
Deliver exceptional customer service and build trusted, profitable customer relationships
Address complex and escalated customer requests and transactions
Contact customers to obtain application information and communicate payment status and results
Execute loss-mitigation processes for non-performing and high-risk accounts
Handle incoming calls professionally and efficiently
Send client communications, process transactions, and coordinate with internal stakeholders
Integrate marketing promotions into customer conversations when appropriate
Support strategic initiatives and provide guidance to business groups
Develop action plans and solutions to maximize recovery and safeguard the Bank’s interests
Coach and support Consumer Collections personnel
Review accounts, analyze collection probability, and provide insights and recommendations
Gather and format data for regular and ad-hoc reports and dashboards
Develop short-term tactics and plans to drive desired behaviors, activities, and results
Manage customer-call transactions or refer matters to appropriate internal groups
Escalate complex or unresolved situations to managers
Complete documentation to accurately process customer requests
Integrate information from multiple sources to improve processes, analysis, and reporting
Lead or participate in the design, implementation, and management of business processes
Support business/group program development and promotion
Identify business needs and design/develop tools and training programs, including possible training delivery
Participate in the collections lifecycle and execute loss-mitigation solutions, including loan modifications and liquidation options
Follow documented policies and procedures
Identify and make referrals to other business groups
Maintain current knowledge of collections strategies, practices, trends, industry best practices, and the regulatory environment
Support continuous improvement initiatives

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 trends in product offerings
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
Strong negotiation and interpersonal skills
Ability to follow applicable guidelines, requirements and regulations
Ability to maintain confidentiality of customer and Bank information
Ability to work mostly independently
Ability to apply BMO’s Risk Management Framework and comply with policies, laws and regulations

Benefits

Comp & perks

Health insurance
Tuition reimbursement
Accident and life insurance
Retirement savings plans
In-depth training and coaching
Manager support
Network-building opportunities
Accommodations available on request during the selection process