Service Specialist Logical Access
Toronto, ON, CAN
5d ago

Job Family Group :

Customer Shared Services

Technology knowledge an asset

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.

Qualifications :

  • Acts as subject matter expert (SME), provides specialized support where complexity is medium to high.
  • Resolves discrepancies / exceptions that frequently deal with non-routine situations, requiring further analysis.
  • 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 production logs and schedules to ensure key controls are followed and exceptions are actively pursued; escalates to the manager as appropriate.
  • Gathers and formats data into regular and ad-hoc reports for regulatory and audit queries.
  • Monitors service delivery performance, production processes and quality, providing reports to the manager for the purpose of optimizing operational effectiveness.
  • Delivers exceptional customer service to build trust through responsive, accurate, consistent, knowledgeable and available services and support.
  • Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.
  • Supports the development of tailored messaging, which may include writing, editing and distributing communications.
  • 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.
  • Typically completes objections within a six-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 may be on a business / group.
  • Thinks creatively and proposes new solutions.
  • Exercises judgment to identify, diagnose, and solve problems within given rules.
  • Works mostly independently.
  • Broader work or accountabilities may be assigned as needed.
  • Typically between 3 5 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 - Strong.
  • Knowledge and understanding of the business unit’s key products and services, processes and controls- Strong.
  • Understanding of risk and regulatory requirements of the role- Good.
  • Knowledge of departmental systems and applications - Basic.
  • Analytical and problem-solving skills Strong.
  • Investigation skills- Strong.
  • Prioritization skills.- Strong.
  • Organizational skills - Strong.
  • Customer service skills. - Strong.
  • Change leadership skills. - Strong.
  • Coaching and training skills - Strong
  • Ability to multi-task in a fast-paced environment.
  • Specialized knowledge from 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.
  • We’re here to help

    At BMO we are driven by a shared Purpose : Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people.

    By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

    As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact.We strive to help you make an impact from day one for yourself and our customers.

    We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

    BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s 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.

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