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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in collections strategies, customer relationship management, and compliance with regulations while effectively communicating and negotiating with clients. Capable of analyzing accounts and developing actionable plans to maximize recovery and support business initiatives.
Highest-signal resume keywords
Collections StrategiesCustomer Relationship ManagementAnalytical SkillsNegotiation SkillsKnowledge of Credit Qualifications
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Collections AnalysisLoss-Mitigation ProcessesCredit KnowledgeReporting and Dashboard PreparationPayment Strategies
Soft Skills
Verbal CommunicationWritten CommunicationCollaborationProblem-SolvingInfluence Skills
Industry Keywords
Consumer CollectionsBMO Products and ServicesRegulatory ComplianceMarket TrendsCustomer Service
About the role
Key responsibilities & impact- Review and evaluate delinquent, high-risk, or written-off commercial accounts for collection opportunities
- Provide collections-related sales and service to BMO customers or prospects
- Advise transportation customers on payment strategies and products
- Deliver exceptional customer service and build trust through expertise and responsive support
- Send client communications and coordinate transaction processes with operations partners
- Develop and maintain long-term, profitable customer relationships and expand share of wallet
- Contact customers to obtain information and communicate payment status and results
- Handle incoming calls professionally and efficiently
- Address complex escalated customer requests and transactions
- Understand customer needs and advise on payment and collections strategies
- Integrate marketing promotions and programs into customer conversations
- Execute loss-mitigation processes for non-performing and high-risk accounts
- Provide advice and guidance to assigned business/groups on solution implementation
- Support strategic initiatives with internal and external stakeholders
- Develop action plans and solutions to maximize recovery and safeguard the Bank’s interests
- Serve as a support contact, resource, and coach for Consumer Collections personnel
- Negotiate while adhering to applicable guidelines, requirements, and regulations
- Review accounts, analyze collection probability, and provide recommendations
- Prepare regular and ad-hoc reports and dashboards
- Develop and execute short-term tactics and plans to drive results
- Manage customer-call transactions or refer matters to appropriate internal groups
- Escalate complex or unresolved situations to managers
- Complete documentation accurately
- Integrate information from multiple sources to improve processes, analysis, and reporting
- Lead or participate in design, implementation, and management of core business/group processes
- Support development and promotion of business/group programs
- Identify business needs and design/develop tools and training programs, including training delivery
- Participate in collections life-cycle activities and loss-mitigation solutions, including loan modifications and liquidation
- Follow documented policies and procedures
- Identify and refer needs to other business groups
- Maintain current knowledge of collections strategies, practices, trends, products, and regulations
- Maintain confidentiality of customer and Bank information
- Support continuous-improvement initiatives
- Propose creative solutions and solve problems within established rules
- Work mostly independently
- Perform broader work or accountabilities as assigned
Requirements
What you’ll need- Typically 3–5 years of relevant experience
- Post-secondary degree in a related field of study or equivalent combination of education and experience
- Knowledge of Credit Qualifications and associated credit knowledge and skills according to established qualification standards
- Knowledge of federal, state/provincial, and local laws pertaining to Consumer Collections and the functional area
- Good knowledge of BMO products and services
- Knowledge of competitive marketplace and product-offering trends
- Specialized knowledge from education and/or business experience
- In-depth verbal and written communication skills
- In-depth collaboration and team skills
- In-depth analytical and problem-solving skills
- In-depth influence skills
- Ability to apply BMO’s Risk Management Framework and comply with applicable policies, laws, and regulations
Benefits
Comp & perks- Health insurance
- Tuition reimbursement
- Accident insurance
- Life insurance
- Retirement savings plans
- In-depth training and coaching
- Manager support
- Network-building opportunities
- Tools and resources to reach new milestones
- Reasonable accommodations for individuals with disabilities