Recovery Specialist

Address:

BMO is hiring a Recovery Specialist to join the team.

The schedule for this position will Monday to Friday from 2 PM 10 PM EST.

Collaborates in the review and evaluation of delinquent high risk or writtenoff accounts for possible collections opportunities. Understands customer needs and provides collectionsrelated 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.

• 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 longterm profitable relationships and expands share of wallet.
• Addresses the more 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 nonperforming 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.
• 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.
• Develops action plans and solutions to maximize recovery and safeguard the Banks interests.
• 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 adhoc reports and dashboards.
• 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 customers requests are accurately processed.
• Integrates information from multiple sources to enable more efficient processes enhanced analysis and/or streamlined reporting.
• Leads/participates in the design implementation and management of core business/group processes.
• 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.
• Collaborates in efficient functioning of collections life cycle. Includes participating in the execution of established loss mitigation solutions for the successful resolution of nonperforming 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 may be on a business/group.
• Thinks creatively and proposes new solutions.
• Exercises judgment to identify diagnose and solve problems within given rules.
• Works mostly independently.
• Broader work or accountabilities may be assigned as needed.

  Qualifications:

• Typically between 3 5 years of relevant experience and postsecondary 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 Good.
• Knowledge of BMO products and services Good.
• Knowledge of competitive marketplace and trends in product offerings.
• Specialized knowledge from education and/or business experience.
• Verbal & written communication skills Indepth.
• Bilingual English & French an asset
• Collaboration & team skills Indepth.
• Analytical and problem solving skills Indepth.
• Influence skills Indepth.

The above represents BMO Financial Groups 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 parttime roles will be prorated based on number of hours regularly worked. For commission roles the salary listed above represents BMO Financial Groups expected target for the first year in this position.

BMO Financial Groups total compensation package will vary based on the pay type of the position and may include performancebased 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: 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. Well support you with the tools and resources you need to reach new milestones as you help our customers reach theirs. From indepth training and coaching to manager support and networkbuilding opportunities well help you gain valuable experience and broaden your skillset.

To find out more visit us at is committed to an inclusive equitable and accessible workplace. By learning from each others 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.