Senior Service Representative-ACH

BMO • Naperville, IL

11d • $43,000 - $75,000

About The Position

Provides day-to-day operational, administrative, and servicing support within ACH Production, which supports retail and commercial deposit and payment products and services. The role executes payment transactions, processes service requests, performs administrative functions, and responds to business, stakeholder, and customer inquiries within established service level agreements (SLAs). Deposit and payments operations may include cheque and electronic transaction processing, lockbox and remote deposit processes, and account maintenance and monitoring.

The position analyzes and reports on data, communicates and collaborates with stakeholders, supports change implementation, and may serve as a problem-solving resource for junior staff. It also may involve quality control and training. The representative performs complex and varied tasks within defined rules and limits, including handling escalations, while maintaining operational integrity and following applicable policies, procedures, laws, and regulations. Evening shift hours are 3:30 p.m. to midnight.

Requirements

• Typically 2–3 years of relevant experience.
• Post-secondary degree in a related field is desirable, or an equivalent combination of education and experience.
• Good knowledge and experience using relevant systems and technology.
• Good knowledge and understanding of the business unit’s key products and services, processes, and controls.
• Good knowledge of business risk and regulatory requirements.
• Good prioritization skills.
• Good PC skills, including MS Word, Excel, and PowerPoint.
• Ability to multitask in a fast-paced environment.
• Specialized knowledge.
• Good verbal and written communication skills.
• Good organization skills.
• Good collaboration and teamwork skills.
• Good analytical and problem-solving skills.

Responsibilities

• Execute payment transactions and routine service requests, transactions, queries, and other operational activities within established SLAs.
• Process service requests and transactions accurately and on time, following established policies, processes, and procedures.
• Respond accurately, consistently, and knowledgeably to stakeholder questions and requests.
• Organize work information and check and reconcile information and documentation for accuracy and completeness.
• Identify and resolve discrepancies according to standard procedures, escalating issues when required.
• Analyze data and information, determine next steps for issues, and provide insights and recommendations.
• Gather and format data into regular and ad-hoc reports and dashboards.
• Communicate and collaborate with internal and external stakeholders to deliver business objectives.
• Support change management, with tasks focused on execution and sustainment; collaborate on development or implementation of new processes and systems and improvements to existing ones.
• May act as a problem-solving resource for junior staff and handle escalations from other employees.
• May perform quality control and training.
• Maintain understanding of regulatory requirements and operational risks, take appropriate actions, and maintain operational integrity.
• Apply the Risk Management Framework and make sound, risk-informed decisions in accordance with business strategy, approved risk appetite, policies, laws, and regulations.
• Perform other broader work or accountabilities as assigned.

Benefits

• Health insurance
• Tuition reimbursement
• Accident insurance
• Life insurance
• Retirement savings plans
• Performance-based incentives and discretionary bonuses may be included, depending on the position’s compensation package.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed