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
Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do
Ensures alignment between values and behaviour that fosters diversity and inclusion
Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders
Attracts, retains, and enables the career development of top talent
Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance
Develops rapport and instils confidence with clients in order to develop credibility and earn their trust as relationship manager
Executes established loss mitigation processes/procedures for the resolution of non-performing and high risk accounts
Leads/participates in the design, implementation and management of core business/group processes

Typically between 5
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 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
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
Fluent in French and English, as this role provides support to clients and team members inside and/or outside the province of Quebec.

Manager – Collections Support Operations

Key skills