Senior Service Representative

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

📋 Description

• Provide support and services for BMO's Investment Operations division and its business stakeholders/customers.

• Implement investment product and service processes according to financial, regulatory controls, and operational guidelines.

• Collect and format data into regular and ad-hoc reports and dashboards.

• Assist in the execution and maintenance of change management activities.

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

• Organize work information to ensure accuracy and completeness.

• Process service requests, transactions, queries, and other routine tasks within service level agreements (SLAs).

• Accurately and promptly process transactions and activities in response to stakeholder requests.

• Respond knowledgeably and accurately to inquiries from internal and external stakeholders.

• Adhere to established policies and procedures to comply with SLAs.

• Verify and reconcile information and documentation.

• Analyze data and information to generate insights and recommendations.

• Identify, evaluate, resolve, or escalate issues and problems as necessary.

• Communicate and collaborate effectively with internal and external stakeholders.

• Build and maintain relationships with stakeholders.

• Stay informed about regulatory requirements and operational risks.

• Collaborate on the development of new processes/systems and enhancements to existing processes and systems.

• Assist in tool development and the delivery of training.

• Manage complex and diverse tasks and escalations.

• Apply BMO's Risk Management Framework and make risk-informed decisions that align with business strategy and applicable policies, laws, and regulations.

⛳️ Requirements

• Typically requires 2–3 years of relevant experience.

• A post-secondary degree in a related field of study is desirable, or an equivalent combination of education and experience.

• Strong knowledge and experience in using relevant systems and technology.

• Solid understanding of the business unit's key products, services, processes, and controls.

• Familiarity with the risk and regulatory requirements applicable to the business.

• Effective prioritization skills.

• Strong customer service abilities.

• Proficient PC skills, including MS Word, Excel, and PowerPoint.

• Specialized knowledge in relevant areas.

• Excellent verbal and written communication skills.

• Strong organizational skills.

• Effective collaboration and teamwork skills.

• Good analytical and problem-solving abilities.

🏝️ Benefits

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.

• Performance-based incentives.

• Discretionary bonuses.

• Additional perks and rewards.

• Comprehensive training and coaching.

• Support from management.

• Opportunities for networking.

• Accommodations available upon request during the selection process.