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Service Specialist Full-time Job

2 weeks ago Customer Services Toronto   23 views
Job Details

Customer Shared Services

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.

• Manages and monitors a complex portfolio of work representing a significant amount of risk.

• Coordinates and schedules work flow, including approving transactions, and act as the main escalation point for business challenges, as delegated.

• Assigns work accordingly to team/ staff members, ensures adequate work flow and meet various cut-off times during the day, as delegated.

• Identifies potential risk situations/impacts, makes recommendations or escalates to the manager, and ensures contingency plans exist

• Analyzes change or business initiatives, using specialized product or process knowledge or specialized program expertise.

• Documents business requirements or providing input to conversion and implementation strategy plan.

• Liaises with Corporate Compliance and Legal regarding regulatory changes and resolution of customer issues.

• 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 various reports and takes appropriate actions, ensuring compliance requirements, audits and verifications are completed in accordance with Bank's P&Ps.

• Reviews final QC reports for content, message and accuracy prior to submission to Manager and CRMC.

• Leads or participates in defining the communication plan designed to positively influence or change behaviour; develops tailored messaging; and identifies appropriate distribution channels.

• Identifies business processes, efficiency and control issues in timely fashion and escalate unusual issues to senior team members.

• Participates in continuous improvement of business processes (planning, testing and implementation of projects and new/revised products) and procedures within the scope of the work team.

• Ensures volume goals, turnaround times and quality expectations are met, while maintaining strict adherence to control procedures and compliance regulations.

• Typically completes objections within a six-month to twelve- month time horizon.

• 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.

• 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. 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.

• Knowledge of standard desktop applications used by the business unit - Solid.

• Knowledge and understanding of the business unit’s key products and services, processes and controls- Advanced.

• Understanding of risk and regulatory requirements of the role- Solid.

• Knowledge of departmental systems and applications - Solid.

• Knowledge of process and project management - Solid.

• Understanding of internal business partner’s business, services and organization - Solid.

• Knowledge of area of expertise - Advanced.

• Analytical and problem-solving skills – Advanced.

• Decision Making - Advanced.

• Ability to apply analytical, constructive and interpretive thinking to an often unstructured - Strong.

• Investigation skills- Strong.

• Prioritization skills.- Advanced.

• Organizational skills - Advanced.

• Customer service skills. - Strong.

• Change managerial and leadership skills. - Strong.

• Coaching, mentoring and training skills - Strong.

• Conflict Management/Resolution - Strong.

• Ability to multi-task in a fast-paced environment.

• Technical proficiency gained through education and/or business experience.

• 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.

Company Description
BMO is committed to an inclusive, equitable and accessible workplace. By learning from each others 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