Senior Service Representative

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

📋 Description

• Provides assistance and services for the Investment Operations function to BMO’s business stakeholders and clientele.

• Executes and delivers processes related to Investment products and services in line with financial, regulatory controls, and operational guidelines.

• Collects and formats data into regular and ad-hoc reports and dashboards.

• Aids in change management activities that focus on execution and sustainability.

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

• Organizes work information to ensure precision and completeness.

• Processes service requests, transactions, queries, and related routine tasks within established SLAs.

• Accurately and promptly processes transactions, activities, and services in response to stakeholder requests.

• Provides knowledgeable and precise answers to inquiries from internal and external stakeholders.

• Adheres to documented policies and procedures while executing daily transactions, activities, and processes.

• Verifies and reconciles information and documentation.

• Analyzes data and information to offer insights and recommendations.

• Identifies, analyzes, resolves, or escalates issues and problems as necessary.

• Communicates and collaborates with both internal and external stakeholders.

• Develops and maintains relationships with stakeholders to meet service delivery expectations.

• Keeps abreast of regulatory requirements and operational risks.

• Collaborates on the creation and implementation of new processes and systems, as well as the enhancement of existing ones.

• Assists in the development of tools and provides training delivery.

• Completes diverse and complex tasks, managing escalations from other employees.

• Analyzes issues and determines appropriate next steps.

• Applies BMO’s Risk Management Framework and makes risk-informed decisions that align with business strategy and applicable policies, laws, and regulations.

• Undertakes broader work or responsibilities as assigned.

⛳️ Requirements

• Typically 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.

• Proficiency and experience using relevant systems and technology – Good.

• Familiarity and understanding of the business unit’s core products and services, processes, and controls – Good.

• Knowledge of the risk and regulatory requirements pertaining to the business – Good.

• Strong prioritization skills – Good.

• Excellent customer service skills – Good.

• Proficient PC skills (MS Word, Excel, PowerPoint) – Good.

• Specialized knowledge is preferred.

• Strong verbal and written communication skills - Good.

• Effective organizational skills - Good.

• Collaboration and teamwork skills - Good.

• Strong analytical and problem-solving skills - Good.

🏝️ 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 network building.

• Accommodations available upon request for candidates participating in all aspects of the selection process.