Director of Collections, Canada Call Centre
Job Description
Description
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Provides leadership and strategic oversight to the Canada Collections Call Centre overseeing all aspects of a call center’s operations, ensuring efficient and effective customer service and satisfaction while aligning with broader business goals with respect to liquidation and cure rates and hardship. As Director and Head of Canada Call Centre, you are responsible for managing teams, setting performance goals, implementing strategies to improve processes, ensuring compliance with quality standards and regulations
Business Operations
- 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.
- 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.
- Acts as the prime contact for internal/external stakeholder relationships, which may include regulators.
- Acts as a trusted advisor to senior leaders for making business decisions and implementing strategic initiatives.
- Identifies emerging issues and trends to inform decision-making.
- Networks with industry contacts to gather competitive insights and best practices.
- 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 senior specialist resource across BMO.
- Applies expertise and thinks creatively to address unique or ambiguous situations and to find solutions to multiple, interdependent, complex problems.
- Fosters strong internal and external networks and works with and across multiple teams to achieve business objectives.
- Broader work or accountabilities may be assigned as needed.
Execution Excellence
- Develops rapport and instils confidence with clients, staff and business partners in order to develop credibility and earn their trust
- With the support of the Customer Care Team, 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.
- Develops action plans and solutions to address and safeguard the
Company
BMO
Location
Mississauga
Country
Canada
Salary
100.000
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