Account Resolution Specialist

Job Description

Application Deadline: 05/14/2026 Address: 3925 Fountains Blvd NE Job Family Group: Customer Shared Services Collaborates in the review and evaluation of delinquent, high risk, or written-off accounts for possible collections opportunities. Understands customer needs and provides collections-related sales and service to BMO customers or prospects. Advises customers on payment strategies and products that meet their objectives. Fulfills sales and service activities for the customer in accordance with approved procedures. Support areas may include, but are not limited to, coaching and training, quality audits, vendor management and credit collection disputes. Delivers exceptional customer service that builds trust through expertise, responsive service and support. Sends out client communications, transaction processes, and interfaces with operations partners to ensure customer needs are met. Develops rapport and instils confidence with clients in order to develop credibility and earn their trust as relationship manager. Develops and maintains long-term, profitable relationships and expands share of wallet. Contacts the customer to obtain the necessary information to manage their application (as required) ensuring the customer is aware at all times of the status/result of the present and future payments. Handles incoming calls in an informed, professional, and efficient manner. Addresses the most complex escalated customer requests and transactions. Probes to understand customer needs and provides advice related to payments and overall collections strategies in the best interests of the customer. Integrates marketing promotions and programs into customer conversations as appropriate. Executes established loss mitigation processes/procedures for the resolution of non-performing and high risk accounts. Sends out client communications, transaction processes, and interfaces with operations partners to ensure customer needs are met. Provides advice and guidance to assigned business/group on implementation of solutions. Supports the execution of strategic initiatives in collaboration with internal and external stakeholders. Develops action plans and solutions to maximize recovery and safeguard the Bank’s interests. Establishes expertise with Consumer Collections personnel as a key support contact/resource/coach with proficiency and tools to assist departments in achieving goals. Utilizes strong negotiation skills and interpersonal skills, while adhering to all applicable guidelines, requirements and regulations. Reviews accounts and analyzes data and information to determine the probability of collection; provide insights and recommendations. Gathers and formats data into regular and ad-hoc reports, and dashboards. Develops and executes short term tactics/plans to drive specific behaviours, activities, and results. Manages all transactions related to customer calls or refers to appropriate internal business groups. Escalates complex or unresolved customer

Required Skills