Commercial Banking Dealer Floorplan Evaluation Analyst

BMO • Irving, TX

2d

About The Position

Provides exceptional, daily operational service support to grow the Bank’s market share and maximize profitability of client relationships. Ensures client problem resolution is prompt and effective, and that enhancement opportunities are identified and closed or referred during client service interactions. Typically meets client service needs through a pooled call center environment or a dedicated one-on-one relationship with sensitive, complex and/or top tiered clients. Demonstrates an in-depth understanding of product and service, by providing needed information or directing clients to the appropriate source. Coordinates and executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones. Gathers and formats data into regular and ad-hoc reports, and dashboards. Explores and identifies enhancements and cross-sell opportunities and bringing these opportunities to the appropriate line of business contact. Actively listens to clients' concerns and diagnoses clients’ service needs. Facilitates timely client problem-resolution, engages cross-functional representatives or groups as appropriate. Responds to client concerns in a professional manner to convey ownership, competence, respect for the client relationship. Accurately documents client requests using the group’s tracking systems. Facilitates action to close gaps between client expectations and client experiences in the performance of the Bank and its products. Applies consistent and timely follow ups to demonstrate a commitment to customer satisfaction and high standards of responsiveness. Serves as an advocate for individual clients and escalating issues as necessary to facilitate the timely resolution of service problems. Supports the development of tailored messaging, which may include writing, editing and distributing communications. Tracks collection of client service fees Collaborates with internal and external stakeholders in order to deliver on business objectives. Executes work to deliver timely, accurate, and efficient service. Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees. Analyzes issues and determines next steps. Broader work or accountabilities may be assigned as needed. Provides daily operational service support and ensures the delivery of exceptional client experiences. Resolves client problems in a prompt and effective manner, while ensuring that enhancement opportunities are identified and addressed or referred during client service interactions. Ensures that tickets are resolved per client’s expectations May be able to apply interest adjustments based on limits. Tracks collection of client service fees. Analyses client feedback, market trends, and competitive intelligence to provide actionable insights for strategic planning. Identifies process improvements to meet client needs more efficiently. Provides input into the planning and implementation of operational programs. Participates in audit and customer issues resolution corrects issues or escalates per guidelines. Participates in audit and client issue resolution, addressing irregularities and driving corrective actions ensuring proper escalation per established procedures. Implements high-impact service strategies that align with client business objectives, ensuring exceptional value and service delivery. Presents strategic reports to management, outlining key client trends, opportunities, and potential risks, along with recommendations for growth and improvement. Engages with clients to understand and diagnose service needs, ensuring concerns are addressed promptly and effectively. Responds to and facilitates the resolution of client service requests. Collects and analyzes client feedback to identify service gaps, enhance operational performance, and optimize client satisfaction. Ensures all client interactions, documentation, and issue resolutions comply with bank policies, regulatory requirements, and internal controls. 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.

Requirements

• Typically between 2 - 3 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.
• If a Credit Qualifiable job, Credit Qualifications and associated credit knowledge and skills according to the established qualification standards.
• Specialized knowledge.
• Verbal & written communication skills - Good.
• Organization skills - Good.
• Collaboration & team skills - Good.
• Analytical and problem solving skills - Good.
• 3 – 5 years of relevant experience in Client Relationship, Financial Services or Service Excellence in a corporate or banking environment is preferred.
• Specialized knowledge from education and/or business experience.
• Intermediate level of proficiency: Product Knowledge Regulatory Compliance Data Analysis Reporting Document Management Microsoft Office Problem-Solving Collaboration Detail-Oriented Teamwork

Nice To Haves

• Bachelor’s degree preferred; Business Administration, Finance or Marketing preferred.
• Any other related discipline or commensurate work experience considered.

Responsibilities

• Provides daily operational service support and ensures the delivery of exceptional client experiences.
• Resolves client problems in a prompt and effective manner, while ensuring that enhancement opportunities are identified and addressed or referred during client service interactions.
• Ensures that tickets are resolved per client’s expectations
• May be able to apply interest adjustments based on limits.
• Tracks collection of client service fees.
• Analyses client feedback, market trends, and competitive intelligence to provide actionable insights for strategic planning.
• Identifies process improvements to meet client needs more efficiently.
• Provides input into the planning and implementation of operational programs.
• Participates in audit and customer issues resolution corrects issues or escalates per guidelines.
• Participates in audit and client issue resolution, addressing irregularities and driving corrective actions ensuring proper escalation per established procedures.
• Implements high-impact service strategies that align with client business objectives, ensuring exceptional value and service delivery.
• Presents strategic reports to management, outlining key client trends, opportunities, and potential risks, along with recommendations for growth and improvement.
• Engages with clients to understand and diagnose service needs, ensuring concerns are addressed promptly and effectively.
• Responds to and facilitates the resolution of client service requests.
• Collects and analyzes client feedback to identify service gaps, enhance operational performance, and optimize client satisfaction.
• Ensures all client interactions, documentation, and issue resolutions comply with bank policies, regulatory requirements, and internal controls.

Benefits

• BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans.
• To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree