Account Servicing Analyst

Bank of Montreal•Cedar Rapids, IA

About The Position

The Account Servicing Analyst provides day-to-day support for critical lending operations, including loan administration and account servicing. The role supports transactions, service requests, operational activities, and stakeholder inquiries within established service level agreements, while collaborating with internal and external stakeholders to promote efficient workflows and a positive customer and employee experience. The analyst processes and reviews servicing activities, resolves operational issues, maintains documentation and records, prepares reports, and supports controls and compliance. The position also contributes to projects, change management, onboarding, training, and continuous improvement. It requires sound judgment, independent prioritization, effective communication, and adherence to BMO’s Risk Management Framework, applicable policies, laws, and regulations.

Requirements

At least 3 years of relevant experience and a post-secondary degree in a related field, or an equivalent combination of education and experience.
Knowledge and experience using relevant systems and technology.
Knowledge of lending operations, account servicing processes, controls, and customer service practices.
Knowledge of operational risk and regulatory requirements.
Strong organizational and prioritization skills.
Strong PC skills, including Microsoft Excel, Word, PowerPoint, and Outlook.
Excellent verbal and written communication skills.
Strong collaboration and teamwork skills.
Strong analytical, problem-solving, and critical-thinking skills.
Ability to influence outcomes through effective communication and relationship management.
Demonstrated ability to identify process improvement and operational efficiency opportunities.

Nice To Haves

Experience reviewing operational reports or audits.
Experience creating or updating process documentation, procedures, or job aids.
Experience participating in projects, process improvements, testing activities, or change initiatives.

Responsibilities

Provide advice and guidance to assigned business groups on operational processes and servicing activities.
Support strategic initiatives and projects in collaboration with internal and external stakeholders.
Respond to standard and non-standard inquiries from internal business partners and external customers.
Perform operational audits and reviews to identify trends, exceptions, process gaps, and improvement opportunities.
Review operational data and account information to identify trends, resolve issues, and support business decisions.
Create, maintain, and distribute regular and ad hoc reports and tracking tools.
Support change management for new processes, products, services, and system enhancements.
Support operational activities and service delivery to ensure timely, accurate, and compliant outcomes.
Investigate and resolve operational issues and discrepancies in accordance with established procedures.
Share knowledge and help team members resolve process-related questions.
Participate in continuous improvement initiatives focused on quality, efficiency, controls, and customer experience.
Process service requests, transactions, and account maintenance activities accurately and promptly.
Provide accurate, consistent, and knowledgeable responses to stakeholder questions and requests.
Follow documented policies and procedures to maintain operational controls and service standards.
Review and reconcile information and documentation for accuracy, completeness, and compliance.
Maintain documentation and records in accordance with business and regulatory requirements.
Develop, update, and maintain standard operating procedures, job aids, and other process documentation.
Collaborate with stakeholders to identify and implement process and workflow improvements.
Maintain a strong understanding of regulatory requirements, operational risks, and internal controls.
Support team onboarding, training, and knowledge-sharing activities.
Build effective working relationships with internal and external stakeholders.
Propose practical solutions to improve processes and outcomes.
Use judgment to identify, diagnose, and resolve problems within established guidelines.
Work independently while managing competing priorities and deadlines.
Apply BMO’s Risk Management Framework and make sound, risk-informed decisions aligned with business strategy, approved risk appetite, policies, laws, and regulations.
Perform additional responsibilities as assigned.