Senior Service Representative

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

📋 Description

• Provides assistance and service for the Investment Operations function supporting BMO’s business stakeholders and customers.

• Executes and delivers processes related to Investment products and services while adhering to financial and regulatory controls as well as operational guidelines.

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

• Aids in change management through execution and sustainment activities.

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

• Organizes work information to ensure precision and completeness.

• Processes service requests, transactions, and inquiries within applicable service level agreements.

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

• Addresses questions and requests from both internal and external stakeholders.

• Adheres to documented policies and procedures to meet service level agreements.

• 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 effectively with internal and external stakeholders.

• Develops and nurtures stakeholder relationships to meet service delivery expectations.

• Maintains an understanding of regulatory requirements and operational risks.

• Collaborates on the development and implementation of new processes and systems, as well as improvements to existing ones.

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

• Completes complex and varied tasks and manages escalations from other team members.

• Analyzes issues and determines appropriate next steps.

• Applies BMO’s Risk Management Framework and makes risk-informed decisions in alignment with business strategy and relevant policies, laws, and regulations.

⛳️ Requirements

• Typically possesses 2 to 3 years of relevant experience.

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

• Familiarity and experience with relevant systems and technology – Good.

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

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

• Strong prioritization skills – Good.

• Excellent customer service skills – Good.

• Proficiency in PC applications (MS Word, Excel, PowerPoint) – Good.

• Specialized knowledge relevant to the role.

• Strong verbal and written communication skills – Good.

• Good organizational skills.

• Effective collaboration and teamwork abilities – Good.

• Strong analytical and problem-solving skills – Good.

🏝️ Benefits

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.

• Comprehensive training and coaching.

• Support from management.

• Opportunities for network-building.

• Access to tools and resources to achieve new milestones.

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