Job Description

Job Title Senior Service Rep T&O

Mandate Fulfill routine and frequently non-routine transactions, internal business partner and/or external customer inquiries/ requests, and/or audit/ reconciliation activities, and solve issues efficiently and effectively in accordance with Bank and industry standards, focusing on up to a three-month time horizon. Follow procedures to resolve internal business partner and/or external customer inquiries/ requests and issues.

Accountabilities: Product & Process • Process and/or fulfill transactions, perform audit/ reconciliation activities and/or other activities in accordance with established priorities and deadlines on a timely, accurate and efficient basis.

• Resolve discrepancies/ exceptions that frequently deal with non-routine situations, requiring further analysis.
• Investigate and may resolve or make recommendations to more senior team members on more complex, non-routine issues relating to internal business partner and/or external customer inquiries or requests, business process efficiency and quality control within existing procedures.
• May resolve escalated work or issues from more junior staff, where applicable.
• Enable productive relationships within the line of business (LOB) and other functions through responsiveness and support. Proactively work with others (i.e., on own team, shared service center, other operational areas, or with the internal business partner and/or external customer) to ensure delivery of timely, quality and efficient fulfillment activities.
• Provide advice to internal business partners and peers to support the completion of a process or activity within established procedures.

Accountabilities: Risk & Control • Escalate issues that require resolution by more senior team members, as per guidelines.

• Identify potential risk situations/ impacts, and make recommendations or escalate to the manager.
• Review transactions and requests for compliance with regulatory and Bank requirements, as required.
• Monitor production logs and schedules to ensure key controls are followed and exceptions are actively pursued; escalate to the manager as appropriate.
• Provide information for regulatory reporting and audit queries.
• Ensure all appropriate authorizations/ approvals are obtained in accordance with policies and controls.
• Ensure adherence to all aspects of FirstPrinciples, Our Code of Business Conduct and Ethics Corporate Policy, as well as all applicable legislation, regulatory rules and requirements, and Bank standards, policies and procedures (P&Ps) for such things as potential conflicts of interest, safeguarding of customer information, trading in securities, anti-money laundering, privacy and disclosure of outside business activities.
• Ensure strict confidentiality is maintained for both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank P&Ps.
• Follow security and safeguarding procedures and apply appropriate due diligence in accordance with Bank policy for the prevention of loss due to such things as fraud or defalcation.

Accountabilities: Business Performance Management • Monitor service delivery performance, production processes and quality, providing reports to the manager for the purpose of optimizing operational effectiveness.

• Deliver exceptional customer service that builds trust through responsive, accurate, consistent, knowledgeable and available services and support.
• Align individual performance goals to team and organizational goals.
• Demonstrate behaviors that are consistent with BMO values.

Authorities This role has the authority to:

• May problem-solve escalated issues from others, as appropriate.
• Escalate all unresolved processing problems to the appropriate level, as per guidelines, including system, software and hardware failures.
• Provide advice in the completion of processes within established guidelines and procedures.
• Ensure receipt of appropriate approvals/ authorizations in accordance with P&Ps and controls.

Cross Functional Relationships • Team members

• Other PO business units re: operational and customer service issues, projects, change implementation or system recoveries
• May interact with internal support re: projects, change implementation or system recoveries
• May provide daily support and assistance to lines of business
• Suppliers, service providers and external customers
• Other financial institutions re processing issues

Scope & Impact • Contributes to customer confidence and satisfaction by ensuring transactions and/or audit/ reconciliation activities are processed accurately and on a timely basis.

• Contributes to customer retention by ensuring service quality in processing transactions.
• Contributes to Bank financial performance by responding on a timely basis to changing operating conditions so as to mitigate financial penalties and costs; also ensures an appropriate balance between customer service and costs to minimize loss of revenue or customer dissatisfaction.
• Contributes to the mitigation of reputational risk and financial loss against such things as fraud, defalcation and/or financial penalties by ensuring compliance with Bank P&Ps and regulatory requirements.
• Contributes to the mitigation of costs/ impacts associated with human errors by supporting proper on-the-job training of others.
• High volume and/or high risk environment with strict timeframes that are time sensitive and subject to large penalties if timelines are missed.

Knowledge & Skills a) Knowledge:

• University degree/college diploma or equivalent work experience
• 2 to 3 years of related experience
• Good 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 the business unit’s risk and regulatory requirements
• Good knowledge of departmental systems and applications

b) Skills:

• Good analytical and problem-solving skills
• Good investigation skills
• Good prioritization skills
• Good organizational skills
• Good customer service and relationship management skills
• Good written and oral communication skills
• Ability to multi-task in a fast-paced environment

Job Type: Full-time

Pay: $21.50 - $22.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Shift:

• Day shift

Work Location: In person

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