Bank of Montreal

Address:
2465 Argentia Road

Job Family Group:
Customer Shared Services

We are looking for a Manager to lead our Late Stage Collections team. This is an exciting team to lead as they make a big impact on Credit Losses and are a key part of the Canada Collections Team. We are looking for an experience People Leader who is interested in asking “why do we it this way” The team is made of experienced collectors who strive to do their very best every day and assist our Clients. Previous collections experience is an asset but would also consider an experienced leader with Contact Center and Process Improvement experience. Support areas may include, but are not limited to, coaching and training, quality audits, vendor management and credit collection disputes.

  • Manages people and leads a team capable of delivering the desired business results.
  • 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.
  • Completes report audits and spot checks as required.
  • 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 situations to managers as required.
  • Completes required documentation to ensure customer’s requests are accurately processed.
  • Integrates information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting.
  • Leads/participates in the design, implementation and management of core business/group processes.
  • Supports the development and promotion of a business/group program.
  • Identifies business needs, designs/develops tools and training programs; may include delivery of training to audiences.
  • Collaborates in efficient functioning of collections life cycle. Includes participating in the execution of established loss mitigation solutions for the successful resolution of non-performing and high risk accounts. Solutions range from various loan modification options to liquidation for borrowers with delinquent and high risk loans in order to offer default / foreclosure alternatives and minimize losses.
  • Delivers exceptional customer service that builds trust through expertise, responsive service and support.
  • Follows documented policies and procedures to execute transactions, activities and processes.
  • Keeps abreast of needs of the Collections departments. Identifies and makes referrals to other business groups as needed.
  • Maintains current knowledge of collections strategies, practices, and trends and integrates into customer conversations in a professional manner.
  • Maintains the confidentiality of customer and Bank information.
  • Supports continuous improvement initiatives by identifying and implementing changes to make processes more effective and efficient.
  • Develops and maintains awareness of industry trends and best practices and the regulatory environment as it relates to collections products and services.
  • Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
  • Exercises judgment to identify, diagnose, and solve problems within given rules.
  • Works independently on a range of complex tasks, which may include unique situations.
  • Broader work or accountabilities may be assigned as needed.
    Qualifications:
  • Typically between 4 – 6 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
  • Knowledge of Credit Qualifications and associated credit knowledge and skills according to the established qualification standards.
  • Knowledge of federal, state/provincial and local laws pertaining to Consumer Collections and functional area – In-depth.
  • Knowledge of BMO products and services – In-depth.
  • Knowledge of competitive marketplace and trends in product offerings.
  • Technical proficiency gained through education and/or business experience.
  • Verbal & written communication skills – In-depth.
  • Collaboration & team skills – In-depth.
  • Analytical and problem solving skills – In-depth.
  • Influence skills – In-depth.
  • Data driven decision making – In-depth.

We’re here to help

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.

To find out more visit us at www.jobs.bmo.ca/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

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