BBSA Relationship Manager

Bank of Montreal•Virtual, WI

2d•Remote

About The Position

Delivers an exceptional customer experience for a defined portfolio of high risk, business purpose lending accounts by supporting the management and administration of the accounts. Executes strategies to minimize the Bank’s loss exposure and effectively manage risks. Delivers exceptional customer service that builds trust through expertise, responsive service and support. 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. Sends out client communications, processes transactions and interacts with internal stakeholders to ensure customer needs are met. Addresses the most complex escalated customer requests and transactions. 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. Executes established loss mitigation processes/procedures for the resolution of non-performing, high risk accounts. Sends out client communications, processes transactions and interacts with internal stakeholders to ensure customer needs are met. Develops solutions and makes recommendations based on an understanding of the business strategy and stakeholder needs. 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. Helps determine business priorities and best sequence for execution of business/group strategy. Conducts independent analysis and assessment to resolve strategic issues. Collaborates with internal and external stakeholders in order to deliver on business objectives. Breaks down strategic problems, and analyses data and information to provide insights and recommendations. Monitors and tracks performance, and addresses any issues. Provides input into the planning and implementation of operational programs. Follows corporate policies, operating directives, laws and regulatory requirements. Identifies opportunities to manage costs and increase effectiveness. Makes recommendations to improve BMO processes and systems. Executes routine tasks such as service requests, transactions, queries etc. within relevant service level agreements. 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. Employs systems (e.g. customized exception reports, tracking reports etc.) to manage information. Analyzes and assesses overall financial performance of accounts to reach informed recommendations and decisions. Supports the development and monitoring of strategies and action plans; escalates as required. Ensures all reporting, account entries, monitoring systems and other requirements are performed accurately and in a timely manner. Develops and maintains awareness of regulatory environment, industry trends and best practices related to account management and collections practices. 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. Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.

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
Credit Qualifications and associated credit knowledge and skills
In-depth knowledge of banking products & services
In-depth knowledge of industry trends and regulations
In-depth knowledge of credit portfolio management policies & procedures, and financing guidelines
Technical proficiency gained through education and/or business experience
In-depth 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

Responsibilities

Deliver an exceptional customer experience for a defined portfolio of high risk, business purpose lending accounts.
Support the management and administration of accounts.
Execute strategies to minimize the Bank’s loss exposure and effectively manage risks.
Develop rapport and instill confidence with clients to build credibility and earn trust.
Develop and maintain long-term, profitable relationships and expand share of wallet.
Send client communications, process transactions, and interact with internal stakeholders.
Address complex escalated customer requests and transactions.
Contact customers to obtain necessary information for application management.
Execute established loss mitigation processes/procedures for resolution of non-performing, high risk accounts.
Develop solutions and make recommendations based on business strategy and stakeholder needs.
Provide advice and guidance on implementation of solutions.
Support the execution of strategic initiatives.
Determine business priorities and best sequence for execution of business/group strategy.
Conduct independent analysis and assessment to resolve strategic issues.
Collaborate with internal and external stakeholders to deliver on business objectives.
Break down strategic problems, analyze data and information to provide insights and recommendations.
Monitor and track performance, and address any issues.
Provide input into the planning and implementation of operational programs.
Follow corporate policies, operating directives, laws and regulatory requirements.
Identify opportunities to manage costs and increase effectiveness.
Make recommendations to improve BMO processes and systems.
Execute routine tasks such as service requests, transactions, queries within relevant service level agreements.
Support the development and promotion of a business/group program.
Identify business needs, design/develop tools and training programs; may include delivery of training.
Employ systems to manage information.
Analyze and assess overall financial performance of accounts.
Support the development and monitoring of strategies and action plans; escalate as required.
Ensure all reporting, account entries, monitoring systems and other requirements are performed accurately and in a timely manner.
Develop and maintain awareness of regulatory environment, industry trends and best practices.
Exercise judgment to identify, diagnose, and solve problems within given rules.
Work independently on a range of complex tasks, which may include unique situations.
Take measured risks while protecting the bank by applying our Risk Management Framework.