Manager, High Value at Risk (HVAR)

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 BM...