Collections Agent - Value At Risk; HVAR

Final date to receive applications: 02/22/2026

Address: VIRTUAL(R)52 - REMOTE/TELETRAVAIL - BC - BMO

Job Family Group:
Customer Shared Services

At BMO we are driven by a shared

Purpose:

Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We'll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs.

From in‑depth training and coaching to manager support and network‑building opportunities, we’ll help you gain valuable experience and broaden your skillset.

• Flexible work schedule including possible work from home position (below)
• Working environment that values equity, diversity, inclusion and growth

A High Value at Risk (HVAR) Collection agent is responsible for protecting our value proposition, reducing our assignments to third parties, and maximizing liquidation of the portfolios worked by the team.

To be successful in this role, the individual requires extensive knowledge of BMO Retail lending products and procedures related to collections as well as in‑depth knowledge of Privacy Legislation and the Collection Act in order to successfully assess and mitigate issues that could potentially lead to Privacy, Legal and/or Reputational Risk to the Bank. The agent must also possess strong problem‑solving, communication and conflict‑management skills in order to successfully offer customers the highest quality service when applying appropriate solutions.

Knowledge of all BMO approved offers and solutions for delinquent clients would be beneficial.

Reporting to the Manager, HVAR, the collection agent will work primarily on high‑value at‑risk accounts. Through effective utilization of collection policies and procedures, the HVAR agent will minimize financial losses and strive to maintain good customer relations. In addition to advising customers on payment options, customer interactions are non‑routine and may require research, interpretation of information and the application of diverse collection principles.

• Negotiate amicable solutions by utilizing knowledge of debt collection practices, Canadian Privacy and Collection laws and processes.
• Utilize sound knowledge and understanding of the terms and conditions of BMO agreements in order to effectively educate customers on their obligations.
• Act decisively and effectively when dealing with sensitive customer situations.
• Acknowledge and respond to customer inquiries and escalations and, where appropriate, arrange to provide additional information either through branch, telephone or written correspondence to achieve mutually satisfactory arrangements.
• Diffuse irate customers and maintain poise and perseverance in order to effectively manage customer interactions and successfully identify the root cause of issues and provide appropriate solutions.
• Determine the root cause of issues and propose appropriate options in order to minimize loss, mitigate overall risk to BMO and preserve customer loyalty, where possible.
• Apply advanced thinking in assessing the uniqueness of each situation in making sound decisions that balance the organization’s need to minimize risk and losses.
• Interview customers and update financial, demographic profiles and security status ensuring documentation is complete and accurate.
• Continuously identify and recommend improvements to job operational effectiveness and advise manager of opportunities to improve processes and procedures.
• Engage the customer in mutual problem solving when dealing with non‑routine situational factors to create personal, unique solutions.
• Maintain poise and perseverance when dealing with dissatisfied or difficult customers. Utilize highly effective analytic skills to quickly…