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Job Description

Financial Services Rep. with banking or financial domain experience

Rate TBD
Location Mississauga, ON Canada (From home)
Type of project Business consulting & Finance, Writing/Translation Financial Services/ Insurance, Translation: English, Translation: French
Duration 6 Months Contract ongoing
Education required College/University
Years of experience 2 - 5 years
Type of employment N/A
Area of Specialization Business
Languages required N/A
Workhoppers Mississauga ONTELECOMMUTE
Job Description

Position Title: Early Stage (ESOP) Dialer Agent (French/English is an asset but not mandatory)

Start Date: October 31, 2022
Possibility of Extension: Yes
Possibility of FTE: Yes

Physical Work Location: Meadowvale, Mississauga, ON

Training: Monday to Friday, 9am-5pm for 7 weeks, virtual training. Candidates MUST be available for the whole training.

Role Mandate:

The Early-Stage Collections, call center agent is accountable for collecting 1-3 cycle delinquent and overdrawn accounts while maintaining a high standard of efficiency and customer/client service focus within a collection call center environment. Dialer agents are to maintain objectivity with each customer encounter. Assess risk and make payment arrangements within established process or refer customers for alternate Re-Payment solutions (i.e, Reduced or deferred payment programs, restructure, hardship, etc.). Engage in pro-active solution outreach offers to non-delinquent segment of BMO borrowers. Agents are expected to meet specific quality and metric targets align with the LOB.

Candidate Value Proposition (CVP):

This role allows the candidate(s) to work in an established institution and with multiple groups within BMO, which will allow candidate(s) to build effective skills and confidence. The individual is exposed to other lines of business, as there are lots of opportunities for learning, growth, and development. There are flexible work schedules including possible, remote, and the individual will be working in an environment that values equity, diversity, inclusion and growth.

Group Culture:
This individual will be working in a collaborate, fast-paced and friendly environment. MS Teams is available throughout the day for team members to communicate. Teams are very supportive of one another.

Role Responsibilities:

• Perform In-bound/Outbound collections call to clients regarding passed due payments
• Respond to inquiries regarding delinquent accounts and negotiate payment arrangement
• Offer Hardship solutions to customers by completing risk assessments
• Perform other related service responsibilities as required
• Document all activity details in appropriate systems
• Manages all transactions related to customer and branch calls or refers to appropriate internal business groups
• Follows documented policies and procedures to execute transactions, activities and processes within assigned authorities

Must-Have Skills:

• Strong communication and writing skills - French/English is an asset but not mandatory
• 2 years of previous call center or customer service experience
• Basic understanding of Consumer Collections and relevant functional procedures
• Intermediate knowledge of Microsoft Office (Excel, Word, Outlook)
• Strong communication and negotiating skills
• Proven ability to work effectively in a fast-paced environment
• Proven ability to multi-task, prioritize workload and meet deadlines

Nice-to-Have Skills
• Previous FI / banking experience
• Experience in a similar role


• Team player
• Strong attention to detail
• Fast learner
• Motivated
• Ability to work independently

Interview Process:

• 30 Minutes - MS teams

Specific schedule:
  Mon Tue Wed Thu Fri Sat Sun

-November 22, 2022


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