Manager, High Value At Risk (HVAR)

Address:

Gestionnaire – Opérations de recouvrement à valeur élevée à risque
Code du rôle: 102066
Niveau : 7
Centre de coûts : T7889
Programme d’incitation mensuelle (IP)

Description du poste

Diriger et développer une équipe d’environ 16 agents de première ligne à haut risque, responsables du recouvrement de comptes en souffrance à risque élevé. Fournir un leadership stratégique par le coaching, la gestion de la performance et la formation afin d’assurer la qualité, la productivité et l’efficacité des activités de recouvrement.

Comprendre les besoins des clients et offrir des services et conseils liés au recouvrement aux clients ou prospects de BMO. Conseiller les clients sur des solutions de paiement conformément aux procédures approuvées. Environnement de centre de contact combinant appels entrants et sortants, opération 7 jours sur 7, desservant les clients de 8 h à 21 h (heure locale) du lundi au samedi, et le dimanche de 13 h à 17 h (heure locale). Les équipes servent les clients en anglais et en français.

Responsabilités clés

• Supervise des équipes spécialisées, incluant les Opérations à haut risque, le composeur automatique (Dialer), les comptes à valeur élevée à risque et le recouvrement garanti et non garanti.
• Gère les activités de recouvrement sur divers produits identifiés comme étant à haut risque.
• Favorise une culture alignée sur la raison d’être, les valeurs et la stratégie de BMO.
• Veille à l’alignement entre les valeurs et les comportements, en favorisant la diversité et l’inclusion.
• Établit régulièrement un lien entre le travail et la raison d’être de BMO, fixe des objectifs inspirants, définit des résultats attendus clairs et assure une reddition de comptes rigoureuse.
• Constitue des équipes interdépendantes qui collaborent entre les groupes fonctionnels et opérationnels afin de créer une valeur maximale pour toutes les parties prenantes.
• Attire, retient et favorise le développement de carrière des meilleurs talents.
• Améliore la performance de l’équipe, reconnaît et récompense les résultats, encadre les employés, soutient leur développement et gère la sous-performance.
• Offre un service à la clientèle exceptionnel qui inspire confiance grâce à une expertise approfondie, un service réactif et un soutien efficace.
• Traite les demandes et transactions clients les plus complexes et les situations escaladées.
• Analyse les besoins des clients et fournit des conseils relatifs aux paiements et aux stratégies globales de recouvrement, dans l’intérêt du client.
• Met en œuvre les processus et procédures établis d’atténuation des pertes pour la résolution des comptes non performants et à haut risque.
• Élabore des plans d’action et des solutions afin de maximiser les recouvrements et de protéger les intérêts de la Banque.
• Fixe des objectifs clairs, définit les résultats attendus et assure la responsabilisation.
• Bâtit des équipes collaboratives et hautement performantes et soutient le développement de carrière.
• Reconnaît et récompense la performance, encadre pour favoriser la croissance et corrige la sous-performance.
• Offre un service à la clientèle exceptionnel et résout les escalades complexes.
• Agit à titre d’expert-conseil (SME) en matière de politiques et de règlements pertinents.
• Effectue des audits, des contrôles ponctuels et des évaluations de performance.
• Dirige des initiatives de gestion du changement et des projets stratégiques au sein du recouvrement.
• Se tient à jour sur les tendances de l’industrie et intègre les meilleures pratiques.
• Favorise l’amélioration continue afin d’accroître l’efficience et l’efficacité.
• Fournit des conseils et un accompagnement aux secteurs ou groupes assignés pour la mise en œuvre de solutions.
• Soutient l’exécution des initiatives stratégiques en collaboration avec les parties prenantes internes et externes.
• Établit une expertise auprès du personnel de Recouvrement aux particuliers en tant que personne-ressource clé, coach et soutien, avec les compétences et outils nécessaires pour aider les équipes à atteindre leurs objectifs.
• Utilise de solides compétences en négociation et en relations interpersonnelles, tout en respectant l’ensemble des lignes directrices, exigences et règlements applicables.
• Examine les comptes et analyse les données afin d’évaluer la probabilité de recouvrement; fournit des analyses et des recommandations.
• Recueille et met en forme des données pour des rapports réguliers et ponctuels, ainsi que des tableaux de bord.
• Réalise des audits de rapports et des contrôles ponctuels, au besoin.
• Élabore et met en œuvre des tactiques et plans à court terme pour encourager des comportements, activités et résultats précis.
• Collabore au bon fonctionnement du cycle de vie du recouvrement, incluant la mise en œuvre de solutions d’atténuation des pertes pour la résolution des comptes non performants et à haut risque. Les solutions peuvent aller de diverses options de modification de prêts jusqu’à la liquidation, afin d’offrir des solutions de rechange au défaut ou à la forclusion et de minimiser les pertes.
• Respecte les politiques et procédures documentées lors de l’exécution des transactions, activités et processus.
• Maintient la confidentialité des renseignements des clients et de la Banque.
• Soutient les initiatives d’amélioration continue en identifiant et en mettant en œuvre des changements visant à rendre les processus plus efficaces et efficients.
• Travaille de façon autonome sur une gamme de tâches complexes, pouvant inclure des situations uniques.
• D’autres responsabilités ou mandats plus larges peuvent être assignés au besoin.

Qualifications

• De 4 à 6 ans d’expérience pertinente et diplôme d’études postsecondaires dans un domaine connexe, ou une combinaison équivalente de formation et d’expérience.
• Connaissance des qualifications de crédit ainsi que des risques de crédit associés, conformément aux normes de qualification établies.
• Connaissance approfondie des lois fédérales, étatiques/provinciales et locales relatives au recouvrement des créances des particuliers et au domaine fonctionnel.
• Connaissance approfondie des produits et services de BMO.
• Connaissance du marché concurrentiel et des tendances en matière d’offres de produits.
• Compétences techniques acquises par la formation et/ou l’expérience professionnelle.
• Compétences en communication orale et écrite – niveau avancé.
• Compétences en collaboration et travail d’équipe – niveau avancé.
• Compétences analytiques et de résolution de problèmes – niveau avancé.
• Capacité d’influence – niveau avancé.
• Prise de décision basée sur les données – niveau avancé.
• Travail à distance.

Job Posting  

Manager - Collection High Value at Risk Operations

Job code: 102066

Grade 7

Cost centre: T7889

Monthly Incentive (IP) program

Job Description

Lead and develop a team of ~16 High-Risk, frontline agents responsible for collecting high-risk, past-due accounts. Provide strategic leadership through coaching, performance management, and training to ensure quality, productivity, and collection effectiveness.

Understand customer needs and provides collections-related sales and service to BMO customers or prospects. Advises customers on payment solutions in accordance with approved procedures. Blended Inbound/Outbound, Contact centre environment, 7 -day operation serving customers from 8:00 am to 9:00 pm local time Mon – Saturday and Sundays from 1:00 pm to 5:00 pm local time . Teams serve customers in English and French.

Key Accountabilities

• Oversees a specialized teams including High Risk Operations, Dialer, High Value at Risk, and Secured/Unsecured Collections.
• Manage collections across diverse products which have been identified as High-Risk
• Foster a culture aligned with BMO’s purpose, values, and strategy.
• 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.
• Addresses the most complex escalated customer requests and transactions.
• Probes to understand customer needs and provides advice related to payments and overall collections strategies in the best interests of the customer.
• Executes established loss mitigation processes/procedures for the resolution of non-performing and high-risk accounts.
• Develops action plans and solutions to maximize recovery and safeguard the Bank’s interests.
• Set clear goals, define outcomes, and ensure accountability.
• Build collaborative, high-performing teams and support career development.
• Recognize and reward performance, coach for growth, and address underperformance.
• Deliver exceptional customer service and resolve complex escalations.
• Act as a subject matter expert on relevant policies and regulations.
• Conduct audits, spot checks, and performance reviews.
• Lead change management initiatives and strategic projects within Collections.
• Stay current on industry trends and integrate best practices.
• Drive continuous improvement to enhance efficiency and effectiveness.
• 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.
• Establishes expertise with Consumer Collections personnel as a key support contact/resource/coach with proficiency and tools to assist departments in achieving goals.
• Utilizes strong negotiation skills and interpersonal skills, while adhering to all applicable guidelines, requirements and regulations.
• 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.
• Develops and executes short term tactics/plans to drive specific behaviours, activities, and 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.
• Follows documented policies and procedures to execute transactions, activities and processes.
• Maintains the confidentiality of customer and Bank information.
• Supports continuous improvement initiatives by identifying and implementing changes to make processes more effective and efficient.
• Works independently on a range of complex tasks, which may include unique situations.
• Broader work or accountabilities may be assigned as needed.

Qualifications:

• 4 - 6 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 risk 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.
• Technical proficiency gained through education and/or business experience.
• 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.
• Remote work

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.
• 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 and high risk accounts.
• Handles incoming calls in an informed, professional, and efficient manner.
• Probes to understand customer needs and provides advice related to payments and overall collections strategies in the best interests of the customer.
• Sends out client communications, processes transactions and interacts with internal stakeholders to ensure customer needs are met.
• Integrates marketing promotions and programs into customer conversations as appropriate.
• 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.
• Identifies emerging issues and trends to inform decision-making.
• Develops action plans and solutions to maximize recovery and safeguard the Bank’s interests.
• Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
• Contributes to the development and execution of business plans.
• 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.
• Develops and executes short term tactics/plans to drive specific behaviours, activities, and results.
• Manages all transactions related to customer calls or refers to appropriate internal business groups.
• Escalates complex or unresolved customer situations to managers as required.
• Completes required documentation to ensure customer’s requests are accurately processed.
• Leads/participates in the design, implementation and management of core business/group processes.
• Integrates information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting.
• Identifies business needs, designs/develops tools and training programs; may include delivery of training to audiences.
• 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.
• Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
• Provides specialized consulting, analytical and technical support.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently and regularly handles non-routine situations.
• Broader work or accountabilities may be assigned as needed.

  Qualifications:

• Typically between 5 - 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 - In-depth.
• Knowledge of BMO products and services - In-depth.
• Knowledge of competitive marketplace and trends in product offerings.
• Deep knowledge and technical proficiency gained through extensive education and business experience.
• 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.

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.