Establishes specialized support service in a specific function or technology. Fulfills transactions, internal business partner and/or external customer inquiries/ requests, and/or audit/ reconciliation activities in accordance with Bank and industry standards. Follows procedures in the analysis and resolution of internal and external inquiries, requests and issues, ranging from routine transactions to complex portfolio management referring more complex issues to senior team members and/or manager.

• Provides advice to internal business partners and peers to support the completion of a process or activity within established procedures.
• Coordinates and executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones.
• Cultivates productive relationships within the line of business (LOB) and other functions through responsiveness and support.
• Builds relationships with internal business partners. Partner with other operational areas to ensure timely, quality and efficient processing activities.
• Ensures appropriate balance between customer service and costs to minimize loss of revenue or customer dissatisfaction.
• Monitors production logs and schedules to ensure key controls are followed and exceptions are actively pursued; escalates to the manager as appropriate.
• Gathers and formats data into regular and ad-hoc reports for regulatory and audit queries.
• Monitors service delivery performance, production processes and quality, providing reports to the manager for the purpose of optimizing operational effectiveness.
• Delivers exceptional customer service to build trust through responsive, accurate, consistent, knowledgeable and available services and support.
• Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.
• Supports the development of tailored messaging, which may include writing, editing and distributing communications.
• Recommends and implements process improvements.
• Processes timely and accurate transactions, audit/reconciliation transactions and resolves discrepancies according to established standards.
• Records and verifies data for fulfillment and/or further handling.
• Ensures adherence to all aspects of First Principles, BMO Code of Business Conduct and Ethics, Corporate policies, procedures and applicable regulatory requirements.
• Reviews transactions and requests for compliance with regulatory and Bank requirements.
• Communicates with internal partners and external customers to respond to inquiries according to guidelines. Follow-up with business units to ensure issues are resolved.
• Participates in continuous improvement of business processes and procedures within the scope of the work team.
• Participates in testing and implementation of projects and new/ revised products/ services or processes.
• Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
• Analyzes issues and determines next steps.
• Broader work or accountabilities may be assigned as needed.

  Qualifications:

• Typically between 2 – 3 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.
• Knowledge of standard desktop applications used by the business unit - Good.
• Knowledge and understanding of the business unit’s key products and services, processes and controls- Good.
• understanding of risk and regulatory requirements of the role- Good.
• Knowledge of departmental systems and applications - Basic.
• Investigation skills- Good.
• Prioritization skills. Good.
• Organizational skills - Good.
• Customer service skills. - Good.
• Ability to multi-task in a fast-paced environment.
• Specialized knowledge.
• Verbal & written communication skills - Good.
• Organization skillls - Good.
• Collaboration & team skills - Good.
• Analytical and problem solving skills - Good.

We’re here to help

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. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s 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.