Manager, High Value at Risk (HVAR)

Application Deadline:

Address:

Job Family Group:

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

Salary :

Pay Type:

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:

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

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.