Senior Manager - Collections & Recovery

BMO•VIRTUAL13 - HomeRes - IL, MO

3d•$102,000 - $190,000•Remote

About The Position

This role collaborates in the review and evaluation of delinquent, high risk, or written-off accounts for possible collections opportunities. The Senior Manager will understand customer needs and provide collections-related sales and service to BMO customers or prospects, advising them on payment strategies and products that meet their objectives. This position fulfills sales and service activities for the customer in accordance with approved procedures. Support areas may include coaching and training, quality audits, vendor management, and credit collection disputes. The role fosters a culture aligned to BMO's purpose, values, and strategy, role-modeling BMO values and behaviors in all actions. It ensures alignment between values and behaviors that foster diversity and inclusion. The Senior Manager regularly connects work to BMO’s purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow-through. This role builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders, attracting, retaining, and enabling the career development of top talent. It improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance. The role delivers exceptional customer service that builds trust through expertise, responsive service, and support, developing rapport and instilling confidence with clients to earn trust as a relationship manager. It develops and maintains long-term, profitable relationships and expands share of wallet. The Senior Manager reviews and continually monitors the performance of existing accounts and client relationships, reinforcing sales processes and client experiences, identifying gaps, issues, and best practices through the monitoring of sales and performance targets against plans to create and sustain consistent superior service. This role addresses the most complex escalated customer requests and transactions. It executes established loss mitigation processes/procedures for the resolution of non-performing and high risk accounts, probing to understand customer needs and providing advice related to payments and overall collections strategies in the best interests of the customer. The role integrates marketing promotions and programs into customer conversations as appropriate, providing advice and guidance to assigned business/group on implementation of solutions and identifying emerging issues and trends to inform decision-making. It develops action plans and solutions to maximize recovery and safeguard the Bank’s interests, acting as a subject matter expert on relevant regulations and policies. The Senior Manager may network with industry contacts to gain competitive insights and best practices, helping to determine business priorities and the best sequence for execution of business/group strategy. It develops the business case by identifying needs, analyzing potential options, and assessing expected return on investment. The role establishes expertise with Consumer Collections personnel as a key support contact/resource/coach with proficiency and tools to assist departments in achieving goals. It works with internal stakeholders to leverage sales, fulfillment, and referral opportunities to improve share of wallet, acquire new customers, and provide full financial services to customers. The Senior Manager reviews accounts and analyzes data and information to determine the probability of collection, providing insights and recommendations. It gathers and formats data into regular and ad-hoc reports, and dashboards, completing report audits and spot checks as required. This role leads change management programs of varying scope and type, including readiness assessments, planning, stakeholder management, execution, evaluation, and sustainment of initiatives. It leads the execution of operational programs, assessing and adapting as needed to ensure quality of execution. The Senior Manager develops and executes short-term tactics/plans to drive specific behaviors, activities, and results. It leads the design, implementation, and management of core business/group processes, reviewing the program for effectiveness, considering industry trends, and recommending enhancements, making changes as required. The role oversees the design, development, and implementation of tools and training required to deliver business results. It collaborates in the efficient functioning of the collections life cycle, including participating in the execution of established loss mitigation solutions for the successful resolution of non-performing and high-risk accounts. Solutions range from various loan modification options to liquidation for borrowers with delinquent and high-risk loans to offer default/foreclosure alternatives and minimize losses. The role delivers exceptional customer service that builds trust through expertise, responsive service, and support, following documented policies and procedures to execute transactions, activities, and processes. It keeps abreast of the needs of the Collections departments and identifies and makes referrals to other business groups as needed. The Senior Manager maintains current knowledge of collections strategies, practices, and trends and integrates them into customer conversations in a professional manner, maintaining the confidentiality of customer and Bank information. It supports continuous improvement initiatives by identifying and implementing changes to make processes more effective and efficient. The role develops and maintains awareness of industry trends and best practices and the regulatory environment as it relates to collections products and services. It operates at a group/enterprise-wide level and serves as a specialist resource to senior leaders and stakeholders, applying expertise and thinking creatively to address unique or ambiguous situations and to find solutions to problems that can be complex and non-routine. It implements changes in response to shifting trends. Broader work or accountabilities may be assigned as needed. The role involves taking measured risks while protecting the bank by applying the Risk Management Framework in the execution of duties, in line with the Risk Culture and within the approved Risk Appetite, making sound and risk-informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents, laws, and regulations.

Requirements

Typically 7+ years of relevant experience and 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 - Expert.
Knowledge of BMO products and services - Expert.
Knowledge of competitive marketplace and trends in product offerings - In-depth.
Negotiation skills – In-depth.
Seasoned professional with a combination of education, experience and industry knowledge.
Verbal & written communication skills - In-depth / Expert.
Analytical and problem solving skills - In-depth / Expert.
Influence skills - In-depth / Expert.
Collaboration & team skills; with a focus on cross-group collaboration - In-depth / Expert.
Able to manage ambiguity.
Data driven decision making - In-depth / Expert.

Responsibilities

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.
Support 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.
Regularly connects work to BMO’s purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through.
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.
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.
Reviews and continually monitors performance of existing accounts and client relationships.
Reinforces sales processes and client experiences, identifies gaps, issues and best practices through the monitoring of sales and performance targets against plans in order to create and sustain consistent superior service.
Addresses the most complex escalated customer requests and transactions.
Executes established loss mitigation processes/procedures for the resolution of non-performing and high risk accounts.
Probes to understand customer needs and provides advice related to payments and overall collections strategies in the best interests of the customer.
Integrates marketing promotions and programs into customer conversations as appropriate.
Provides advice and guidance to assigned business/group on implementation of solutions.
Identifies emerging issues and trends to inform decision-making.
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.
May network with industry contacts to gain competitive insights and best practices.
Helps determine business priorities and best sequence for execution of business/group strategy.
Develops the business case by identifying needs, analysing potential options and assessing expected return on investment.
Establishes expertise with Consumer Collections personnel as a key support contact/resource/coach with proficiency and tools to assist departments in achieving goals.
Works with internal stakeholders to leverage sales, fulfillment, and referral opportunities to improve share of wallet, acquire new customers, and provide full financial services to customers.
Reviews accounts and analyzes data and information to determine the probability of collection; provide insights and recommendations.
Gathers and formats data into regular and ad-hoc reports, and dashboards.
Completes report audits and spot checks as required.
Leads change management programs of varying scope and type, including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.
Leads the execution of operational programs; assesses and adapts as needed to ensure quality of execution.
Develops and executes short term tactics/plans to drive specific behaviours, activities, and results.
Leads the design, implementation and management of core business/group processes.
Reviews the program for effectiveness, considers industry trends and recommends enhancements; makes changes as required.
Oversees the design, development, and implementation of tools and training required to deliver business results.
Collaborates in efficient functioning of collections life cycle.
Includes participating in the execution of established loss mitigation solutions for the successful resolution of non-performing and high risk accounts.
Solutions range from various loan modification options to liquidation for borrowers with delinquent and high risk loans in order to offer default / foreclosure alternatives and minimize losses.
Delivers exceptional customer service that builds trust through expertise, responsive service and support.
Follows documented policies and procedures to execute transactions, activities and processes.
Keeps abreast of needs of the Collections departments.
Identifies and makes referrals to other business groups as needed.
Maintains current knowledge of collections strategies, practices, and trends and integrates into customer conversations in a professional manner.
Maintains the confidentiality of customer and Bank information.
Supports continuous improvement initiatives by identifying and implementing changes to make processes more effective and efficient.
Develops and maintains awareness of industry trends and best practices and the regulatory environment as it relates to collections products and services.
Operates at a group/enterprise-wide level and serves as a specialist resource to senior leaders and stakeholders.
Applies expertise and thinks creatively to address unique or ambiguous situations and to find solutions to problems that can be complex and non-routine.
Implements changes in response to shifting trends.
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.