Customer Service Representative

BMO•Toronto, ON

1d•Onsite

About The Position

Provides first and/or second level business support, advice, and guidance to sales and service colleagues (i.e. Business Help Desks). Acts as trusted advisors to stakeholders, providing a source of business process, policy, procedure, product and/or system expertise. Provides extensive business knowledge in an effective, responsible and timely manner to aid in delivering business results and/or minimizing risk. Develops solutions and makes recommendations based on an understanding of the business strategy and stakeholder needs. Provides advice and guidance to assigned business/group on implementation of solutions. Supports the execution of strategic initiatives in collaboration with internal and external stakeholders. Builds effective relationships with internal/external stakeholders. Ensures alignment between stakeholders. Breaks down strategic problems, and analyses data and information to provide insights and recommendations. Leads and participates in team projects, keeping up to date on new initiatives and processes. Executes work to deliver timely, accurate, and efficient service. Provides coaching guidance to junior team members. Analyze data and information to provide insight and recommendations. Provides first point of contact operational support to internal business partners and end clients. Provides excellent service and support for all in-scope business groups, products, policies, and procedures. Maintain solid knowledge within subject matter specialties. Notifies and provides regular updates on operational issues to business partners. Ensures Incident Management Processes are followed. May support 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. Organizes work information to ensure accuracy and completeness. Coordinates and executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones. 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. Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.

Requirements

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.
PC skills (MS Word, Excel, PowerPoint) - Good.
Knowledge of the business/group processes/procedures/tools/technology – Good.
Knowledge of applicable risk and regulatory requirements and the impact on the business/group.
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.
Bilingual (English & French).

Responsibilities

Provides first and/or second level business support, advice, and guidance to sales and service colleagues.
Acts as trusted advisors to stakeholders, providing a source of business process, policy, procedure, product and/or system expertise.
Provides extensive business knowledge in an effective, responsible and timely manner to aid in delivering business results and/or minimizing risk.
Develops solutions and makes recommendations based on an understanding of the business strategy and stakeholder needs.
Provides advice and guidance to assigned business/group on implementation of solutions.
Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
Builds effective relationships with internal/external stakeholders.
Ensures alignment between stakeholders.
Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
Leads and participates in team projects, keeping up to date on new initiatives and processes.
Executes work to deliver timely, accurate, and efficient service.
Provides coaching guidance to junior team members.
Analyze data and information to provide insight and recommendations.
Provides first point of contact operational support to internal business partners and end clients.
Provides excellent service and support for all in-scope business groups, products, policies, and procedures.
Maintain solid knowledge within subject matter specialties.
Notifies and provides regular updates on operational issues to business partners.
Ensures Incident Management Processes are followed.
May support 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.
Organizes work information to ensure accuracy and completeness.
Coordinates and executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones.
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.
Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.