Collaborates in the review and evaluation of delinquent, high risk, or written-off accounts
Understands customer needs and provides collections-related sales and service
Advises customers on payment strategies and products
Supports coaching and training, quality audits, vendor management and credit collection disputes
Fosters a culture aligned to BMO purpose and values
Ensures alignment between values and behaviour that fosters diversity and inclusion
Develops rapport and instils confidence with clients
Develops long-term profitable relationships and expands share of wallet
Reviews accounts and analyzes data to determine probability of collection
Executes established loss mitigation processes/procedures for non-performing accounts
Gathers and formats data into reports and dashboards
Leads change management programs and operational programs

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
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

Senior Manager – Collections & Recovery

Key skills