• 2379321
  • (Référence :1700003104)
  • Service Representative III

Description du poste

  • Temporary position, 37.5h per week
    Schedule: Monday to Friday, normal business hours
    Location: Place Bonaventure, 800 de la Gauchetiere W., Montreal

    Department: Mortgage Community

    Fulfill routine and occasionally non-routine transactions, internal business partner and/or external customer inquiries/ requests, and/or audit/ reconciliation activities efficiently and effectively in accordance with Bank and industry standards, focusing on up to a one-month time horizon. Follow procedures to resolve standard and relatively straightforward internal business partner and/or external customer inquiries/ requests and issues, referring non-routine issues to more senior team members and/or manager.


    KEY AREAS OF ACCOUNTABILITY
    A. Product & Process
    B. Risk & Control
    C. Business Performance Management

    ACCOUNTABILITIES

    A. Product & Process
    Process and/or fulfill transactions, perform audit/ reconciliation activities and/or other activities in accordance with established priorities and deadlines on a timely, accurate and efficient basis.
    Resolve discrepancies that include occasional non-routine situations in accordance with standard procedures.
    Record and verify data for fulfillment and/or further handling.
    Communicate with internal business partners and external customers to respond to standard and occasionally non-standard and/or non-routine inquiries according to guidelines. Follow-up with other business units to ensure issues are resolved.
    Perform administrative tasks such as distributing/ collecting documentation and information to or from other internal departments or institutions, archiving historical documentation, assisting in the preparation of management reports, reconciling activities on a daily, weekly or monthly basis.
    Resolve escalated work or issues from more junior staff, as appropriate.
    Provide input into the continuous improvement of business processes and procedures within the scope of the work team, and participate in testing and implementation of projects and new/ revised products/ services or processes.
    Provide on-the-job assistance and training to others, as requested.

    B. Risk & Control
    Escalate non-standard and/or non-routine issues, where applicable, as per guidelines.
    Ensure quality control standards are met for own work prior to proceeding with each workflow activity, as required by procedures.
    Identify potential risk situations and escalate to more senior team members.
    Review transactions and requests for compliance with regulatory and Bank requirements, as required.
    Ensure all appropriate authorizations/ approvals are obtained in accordance with policies and controls.
    Ensure adherence to all aspects of FirstPrinciples, Our Code of Business Conduct and Ethics Corporate Policy, as well as all applicable legislation, regulatory rules and requirements, and Bank standards, policies and procedures (P&Ps) for such things as potential conflicts of interest, safeguarding of customer information, trading in securities, anti-money laundering, privacy and disclosure of outside business activities.
    Ensure strict confidentiality is maintained for both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank P&Ps.
    Follow security and safeguarding procedures and apply appropriate due diligence in accordance with Bank policy for the prevention of loss due to such things as fraud or defalcation.

    C. Business Performance Management
    Deliver exceptional customer service that builds trust through responsive, accurate, consistent, knowledgeable and available services and support.
    Align individual performance goals to team and organizational goals.
    Demonstrate behaviours that are consistent with “Our Way” model and aligned with BMO values.

    Qualifications

    Knowledge:
    High school diploma or equivalent work experience
    1 to 2 years of related experience
    Knowledge of standard desktop applications used by the business unit
    Good knowledge and understanding of the business unit’s key products and services, processes and controls
    Good understanding of risk and regulatory requirements of the role
    Basic knowledge of departmental systems and applications

    Skills:
    Good analytical and problem-solving skills
    Good investigation skills
    Good prioritization skills
    Good organizational skills
    Good customer service skills
    Good written and oral communication skills
    Ability to multi-task in a fast-paced environment

Description de l'entreprise

BMO Banque de Montréal, qui se classe parmi les premières institutions financières en Amérique du Nord, a été la première banque à s'établir au Canada. Depuis sa fondation, en 1817, elle a vu son actif passer à 230 milliard de dollars. Elle emploie aujourd'hui quelque 32 000 personnes au Canada, aux États-Unis et dans le monde.

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