Collector
BMO Harris Bank
Total years of experience :1 years, 3 Months
Negotiate the delinquent account resolution by balancing the financial risks/rewards to the bank with working with and meeting the needs of the customer.
•Monitor proceedings in accordance with bank policies and applicable state and federal laws and guidelines.
•Apply skip tracing techniques and strong negotiation skills when required.
•Analyze pertinent reports and function-specific data/metrics to identify delinquencies, default, foreclosure and other non-performing accounts.
•Utilize strong negotiation skills and interpersonal skills, while adhering to all applicable guidelines, requirements and regulations.
•Complete other related duties as assigned, including participation in team meeting, activities and other special projects or assignments as requested.
Determine a resolve utility payment and mis-readings: research, recalculate and adjust incorrect bills.
•Take on-and-off orders for utility service by telephone; analyze customer records to apply appropriate utility rates.
•Research requests, problems, and complaints and initiate appropriate action: generate work orders to resolve service issue.
•Perform data entry functions by keying data into computer system: enter retrieve, review or modify data in computer database; verify accuracy of entered data and make corrections.
Effectively managed a high-volume of inbound and outbound customer calls.
•Addressed and resolved customer product complaints empathetically and professionally.
•Gathered and verified all required customer information for tracking purposes.
•Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Service inbound customer calls to proactively resolve customer issues as well as retain and expand customer relationships by cross-selling financial products and services as appropriate.
•Build relationships and manage accounts while resolving customer inquiries in a professional manner, complete assigned tasks without reminders or additional requests.
•Adhere strictly to compliance and operational risk controls in accordance with company and regulatory standards an, policies, and practices.