Collaborates in the review and evaluation process of abandoned or written-off accounts for possible collections opportunities
Advises customers on payment strategies and products that meet their objectives
Fulfills sales and service activities in accordance with approved procedures
Supports coaching and training, quality audits, vendor management and credit collection disputes
Delivers exceptional customer service that builds trust through expertise
Develops rapport and instils confidence with clients as relationship manager
Reviews and continually monitors performance of existing accounts and client relationships
Addresses complex escalated customer requests and transactions
Develops action plans and solutions to maximize recovery and safeguard the Bank’s interests
Acts as a subject matter expert on relevant regulations and policies

Typically 7+ 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
Call center management experience
Knowledge of federal, state/provincial and local laws pertaining to Consumer Collections
Knowledge of BMO products and services
Knowledge of competitive marketplace and trends in product offerings
Negotiation skills
Verbal & written communication skills
Analytical and problem solving skills
Influence skills
Collaboration & team skills; with a focus on cross-group collaboration
Data driven decision making

Senior Manager, Collections

Key skills