Team Lead – High Value At Risk

Role Overview

• 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
• Supports 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 instills confidence with clients in order to develop credibility and earn their trust as relationship manager
• Contacts the customer to obtain the necessary information to manage their application
• Handles incoming calls in an informed, professional, and efficient manner
• Probes to understand customer needs and provides advice related to payments and overall collections strategies
• 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
• 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
• 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 and provide insights and recommendations
• Completes report audits and spot checks as required

Requirements

• Typically between 4
• 6 years of relevant experience
• 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

Benefits

• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans