• 2364398
  • (Reference :1600022451)
  • Business Support Analyst



    Business Helpdesk (Distribution Channel Operations) provides bilingual telephone support on branch operations to all distribution channels with emphasis on customer facing employees. BHD supports branches and BMO in achieving our vision of being the Bank that defines great customer experience providing support advice & guidance on:

    1. Retail Branch operational expertise & guidance / Products & Services / Navigation for system applications (i.e. Customer Connect, Customer Service Optimizer, MDIF, NCCS, Olive, etc.)

    2. Policies & Procedures interpretation & clarification (i.e. consultation on frauds/potential losses, power of attorneys, seizures, estates, etc.)

    3. Support for fulfillment processing teams (i.e. Investments processing, deposits pricing guidance)

    The Business Support Analyst provides first point of contact for incoming calls from BMO employees. The BSA is responsible for providing excellent customer service and support for all in-scope business groups, products, policies and procedures as well as navigational and application assistance. He/she will proficiently support one or more call flow queues (Lending, General, Commercial, Investments: Term, Mutual Funds) while performance remains at the correct service level or better. The BSA will provide solid knowledge within subject matter specialties.



    1. Operational Effectiveness

    2. Relationship Management

    3. Risk Management

    1. Operational Effectiveness

    · Provides cost effective first-level business support, using Bank Policies and Guidelines and the DCO Database

    · Escalate issues when the solution is unknown or cannot be found

    · Resolve 80% of calls at first point of contact

    ·Provide navigational support for designated platforms e.g. Pathway/Customer Connect, Optimizer, etc.

    · Provides support in the handling of questions by evaluating exceptions, operational risk and/or resolution of errors or delays

    · Works with Team to achieve performance goals and increase productivity

    2. Relationship Management

    · Provide exceptional customer service to Business Partners calling in for support

    · Notifies and provides regular updates on operational issues to business partners

    · Rigorously follows defined staffing schedule to ensure optimal Customer Service

    · Support customers in English (English and French required for the Montreal Site)

    3. Process Management

    · Able to identify when an issue requires escalation

    · Ensures Escalation Process is followed

    · Understands and follows regulatory and compliance procedures


    To deliver on these accountabilities, the incumbent must have the following authorities:

    Review & Respond to calls based on operational policies and procedures

    Escalation – Escalate questions for additional support and research as needed


    The job requires the incumbent to interact with the following groups:

    - Lead Hands

    - Department Manager

    - Business Partners calling in for support


    The role is focused on the first level Business Help Desk support to in-scope Business Partners. The expectation would be that 80% of the calls will be resolved at first point of contact, using Bank resources and the DCO database.

    Accuracy of information provided to caller is critical in order to reduce risk and errors as well as to ensure that our service is aligned with the BMO Brand.

    It is an extended hour of work environment.

    * The center is open from Monday to Wednesday, between 8am to 8pm; on Thursday and Friday, between 8am and 9pm; and on Saturday between 9am and 5pm. The candidates must be fully available and flexible to cover the business hours.



    - Possesses a university degree/college diploma or equivalent BMO experience

    - Minimum 3- 5 years previous experience with BMO

    - Successful completion of the appropriate accreditation or certification, RISR, BCO

    - Demonstrated knowledge of BMO products, platforms and branch processes.

    - Demonstrates knowledge of the organization


    - Possess strong written and verbal communication skills

    - Exhibits exceptional Customer Service skills

    - Strong relationship management skills

    - Strong organization and multi-tasking skills

    - Strong computer skills

    - Excellent problem solving and troubleshooting skills to allow efficient and effective problem identification and

    apply appropriate solution

    - Self-motivated and goal-oriented, capable of working in a fast paced and changing environment

    - Excellent understanding of compliance and risk issues

    - Advanced listening and probing skills

    -Bilingual (French & English)

Company description

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