Bilingual Assistant Manager, Home Fulfillment, Escalation

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee the daily execution of essential lending operations, focusing on loan administration and servicing.

• Process payments, transactions, service requests, administrative tasks, and fulfill stakeholder inquiries within established SLAs.

• Work collaboratively with stakeholders to enhance processes, workflows, relationships, and overall business outcomes.

• Offer advice and guidance regarding solution implementation.

• Assist in strategic initiatives involving both internal and external stakeholders.

• Address standard and non-standard inquiries from internal business partners and external clients.

• Monitor performance metrics and address any arising issues.

• Integrate data from various sources to facilitate efficient processes, improved analysis, and streamlined reporting.

• Analyze strategic challenges, data, and information to generate insights and recommendations.

• Collect and format data for regular and ad-hoc reporting and dashboards.

• Aid in the execution and sustainment of change-management activities.

• Resolve standard issues while escalating non-routine problems to senior team members or management.

• Act as a problem-solving resource for junior staff members.

• Contribute to the ongoing enhancement of business processes and procedures.

• Participate in the planning, testing, and execution of projects, products/services, and process modifications.

• Accurately and promptly process service requests, transactions, and activities within SLAs.

• Review and reconcile information and documentation for accuracy and completeness.

• Identify and resolve discrepancies, escalating issues when necessary.

• Conduct administrative documentation tasks, including distribution, collection, and filing.

• Enter, review, and verify loan information and documentation.

• Manage documentation and ensure proper record-keeping.

• Communicate and collaborate effectively with internal and external stakeholders.

• Develop and maintain relationships with stakeholders to meet service delivery expectations.

• Collaborate on the development and improvement of new processes and systems.

• Stay informed of regulatory requirements and operational risks.

• Assist in the development of tools and delivery of training.

• Suggest new solutions and utilize judgment to identify and resolve issues.

• Operate largely independently.

• Apply BMO’s Risk Management Framework, Risk Culture, Risk Appetite, policies, laws, and regulations.

⛳️ Requirements

• Typically possess 3–5 years of relevant experience.

• Hold a post-secondary degree in a related field of study or an equivalent combination of education and experience.

• Have extensive mortgage knowledge, including ratios, risks, mortgage conditions, and lending practices.

• Possess solid audit experience.

• Strong comprehension of mortgage underwriting processes and credit risk assessment.

• Extensive knowledge and experience with relevant systems and technology.

• In-depth familiarity with business unit products and services, processes, and controls.

• Comprehensive understanding of business risks and regulatory requirements.

• Strong prioritization skills.

• Proficient PC skills, particularly in MS Word, Excel, and PowerPoint.

• Specialized knowledge derived from education and/or business experience.

• Excellent verbal and written communication skills.

• Strong collaboration and teamwork abilities.

• Superior analytical and problem-solving skills.

• Effective influencing skills.

• Bilingual in French and English.

• Ability to support clients and team members both within and outside Quebec.

🏝️ Benefits

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.

• Comprehensive training and coaching.

• Support from management.

• Opportunities for networking.

• Access to tools and resources to achieve new milestones.

• Accommodations available upon request during the selection process.