Manager, Collections

We need to output HTML fragment with sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections if posting has real specific content. We have description: "Please note this role is in Office, 4 days a week Collaborates in the review and evaluation of delinquent, high risk, or written-off accounts for possible collections opportunities. ..." That's responsibilities. We have qualifications: "Typically between 4 - 6 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience." Then list of knowledge areas. We have skills: many listed as "In-depth" etc. Those are skills. We have Pay: Salary range $50,000 - $100,000, Pay Type: Salaried. So include Pay section. Benefits: mentions health insurance, tuition reimbursement, accident and life insurance, retirement savings plans. Also link to total rewards. So include Benefits. Schedule: "Please note this role is in Office, 4 days a week". So schedule: Office, 4 days a week. We need sections: About the role? The description includes role summary maybe. Could put About the role as a brief paragraph summarizing role purpose. The posting includes many responsibilities; we could treat first sentence as about the role: "Please note this role is in Office, 4 days a week Collaborates in the review and evaluation of delinquent, high risk, or written-off accounts for possible collections opportunities." But that's more responsibilities. However we can still have About the role as a short paragraph: maybe combine first sentence? But we must not repeat job title. We can create About the role with a brief description: "This role collaborates in the review and evaluation of delinquent, high risk, or written-off accounts for possible collections opportunities, understands customer needs, provides collections-related sales and service, advises on payment strategies, and fulfills sales and service activities." That's derived from responsibilities. It's okay. Responsibilities: list bullet points from the long paragraph. Need to extract distinct duties. Many repeated sentences; we should deduplicate. Provide bullet list. Requirements: maybe same as Qualifications? Usually Requirements separate from Qualifications. The posting has "Qualifications:" section. Could treat that as Qualifications. Requirements maybe not present. Could skip Requirements if no distinct content. But we could treat the qualifications list as Requirements? However instruction: Use sections only when posting has real specific content. There's a Qualifications section. So we will have Qualifications. Requirements maybe not present; we can omit. Skills: we have many skill statements: 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. Also technical proficiency, knowledge areas. Those could be under Skills. But we already have Qualifications covering knowledge and experience. Might combine. However we need to decide. Better: Use Qualifications for education/experience and knowledge requirements. Use Skills for the skill statements (communication, collaboration, analytical, influence, data-driven). Also technical proficiency. Benefits: health insurance, tuition reimbursement, accident and life insurance, retirement savings plans. Pay: salary range and type. Schedule: Office, 4 days a week. Now produce HTML:

About the role

...

etc. Make sure not to include boilerplate like EEO, legal, application instructions, etc. We must not include markdown fences. Let's craft. About the role paragraph: summarize: "This role collaborates in the review and evaluation of delinquent, high‑risk, or written‑off accounts for possible collections opportunities, understands customer needs, provides collections‑related sales and service, advises on payment strategies and products, and fulfills sales and service activities in accordance with approved procedures." Responsibilities bullet list: need to capture unique duties. Let's extract from text: - Collaborates in the review and evaluation of delinquent, high risk, or written-off accounts for possible collections opportunities. - Understands customer needs and provides collections-related 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. - Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours. - 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. - Sends out client communications, transaction processes, and interfaces with operations partners to ensure customer needs are met. - Develops rapport and instils confidence with clients in order to develop credibility and earn their trust as relationship manager. - Develops and maintains long-term, profitable relationships and expands share of wallet. - 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. - Handles incoming calls in an informed, professional, and efficient manner. - 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. - Integrates marketing promotions and programs into customer conversations as appropriate. - Executes established loss mitigation processes/procedures for the resolution of non-performing and high risk accounts. - 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 Bank’s 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 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. - 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 customer’s 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 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. - 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 is primarily on business/group within BMO; may have broader, enterprise-wide focus. - Exercises judgment to identify, diagnose, and solve problems within given rules. - Works independently on a range of complex tasks, which may include unique situations. - Broader work or accountabilities may be assigned as needed. - Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations. That's a lot; but we need to keep all substantive info. However we can compress duplicates: many sentences repeated like "Sends out client communications..." appears twice. We'll keep one. We'll produce bullet list with each distinct duty. Might be long but okay. Qualifications: bullet list: - Typically between 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 knowledge and skills according to the established qualification standards. - In-depth knowledge of federal, state/provincial and local laws pertaining to Consumer Collections and functional area. - In-depth knowledge of BMO products and services. - Knowledge of competitive marketplace and trends in product offerings. - Technical proficiency gained through education and/or business experience. Skills: bullet list: - 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. - Strong negotiation and interpersonal skills. - Ability to utilize strong negotiation skills while adhering to guidelines. - Ability to develop and execute short term tactics/plans. - Ability to lead/participate in design, implementation and management of core business/group processes. - Ability to identify business needs, design/develop tools and training programs. - Ability to coach and train employees. - Ability to manage poor performance. - Ability to build interdependent teams. - Ability to attract, retain and develop top talent. - Ability to improve team performance and recognize/reward performance. - Ability to deliver exceptional customer service. - Ability to develop rapport and instil confidence with clients. - Ability to develop and maintain long-term, profitable relationships. - Ability to handle incoming calls professionally. - Ability to address complex escalated requests. - Ability to probe customer needs and provide advice. - Ability to integrate marketing promotions. - Ability to execute loss mitigation processes. - Ability to provide advice and guidance on solution implementation. - Ability to support strategic initiatives. - Ability to develop action plans to maximize recovery. - Ability to establish expertise as a key support contact/resource/coach. - Ability to review accounts and analyze data for collection probability. - Ability to gather and format data into reports and dashboards. - Ability to complete report audits and spot checks. - Ability to manage transactions related to customer calls. - Ability to escalate unresolved situations. - Ability to complete required documentation. - Ability to integrate information from multiple sources. - Ability to lead/participate in design and management of core processes. - Ability to support development and promotion of business/group programs. - Ability to identify business needs and develop tools/training. - Ability to collaborate in collections life cycle and loss mitigation solutions. - Ability to follow documented policies and procedures. - Ability to keep abreast of Collections department needs and make referrals. - Ability to maintain current knowledge of collections strategies and integrate into conversations. - Ability to maintain confidentiality. - Ability to support continuous improvement initiatives. - Ability to develop awareness of industry trends, best practices, and regulatory environment. - Ability to exercise judgment to identify, diagnose, and solve problems. - Ability to work independently on complex tasks. - Ability to take measured risks while protecting the bank per Risk Management Framework. That's huge; maybe we should keep skills concise: just the skill statements from the Qualifications section: Verbal & written communication skills - In-depth, Collaboration &