Service Representative III

BMO•Montreal, QC

About The Position

Provides support and service for the Investment Operations function of BMO’s business stakeholders and customers. Executes and delivers on Investment product and service processes ensuring adherence with financial and regulatory controls and operational guidelines. Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities. Organizes work information to ensure accuracy and completeness. Executes routine tasks such as service requests, transactions, queries, etc. within relevant service level agreements. Provides accurate and timely processing of transactions, activities, services, etc. to respond to stakeholder requests in compliance with regulatory and risk controls. Provides accurate, consistent, and knowledgeable responses to internal/external stakeholder questions and requests. Follows documented policies and procedures to execute day-to-day transactions, activities, processes and meet all Service Level Agreements (SLAs). Checks and reconciles information and documentation to ensure accuracy and completeness. Analyzes data and information to provide insights and recommendations. Identifies and analyzes issues and problems and resolves in a timely manner or escalates as required. Communicates and collaborates with internal and external stakeholders to deliver on business objectives. Develops and maintains effective relationships with internal and external stakeholders to execute work and fulfill service delivery expectations. Develops and maintains an understanding of the regulatory requirements and risks inherent in the operations to take appropriate actions and maintain operational integrity. Collaborates in the development / implementation of new processes/systems and changes / improvements to existing systems and processes. Supports the development of tools and delivery of training focused on delivering business results. Completes complex & diverse tasks within given rules/limits. Analyzes issues and determines next steps; escalates as required. 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 1 – 2 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.
Knowledge and experience using relevant systems and technology.
Knowledge and understanding of the business unit’s key products and services, processes and controls – Good.
Knowledge of the risk and regulatory requirements of the business – Good.
Prioritization skills – Good.
Customer service skills – Good.
PC skills (MS Word, Excel, PowerPoint) – Good.
Basic specialized knowledge.
Verbal & written communication skills - Good.
Organization skills - Good.
Collaboration & team skills - Good.
Analytical and problem solving skills - Good.
Fluent in French and English as this role provides support to clients and team members inside and/or outside the province of Quebec.

Responsibilities

Provides support and service for the Investment Operations function of BMO’s business stakeholders and customers.
Executes and delivers on Investment product and service processes ensuring adherence with financial and regulatory controls and operational guidelines.
Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.
Organizes work information to ensure accuracy and completeness.
Executes routine tasks such as service requests, transactions, queries, etc. within relevant service level agreements.
Provides accurate and timely processing of transactions, activities, services, etc. to respond to stakeholder requests in compliance with regulatory and risk controls.
Provides accurate, consistent, and knowledgeable responses to internal/external stakeholder questions and requests.
Follows documented policies and procedures to execute day-to-day transactions, activities, processes and meet all Service Level Agreements (SLAs).
Checks and reconciles information and documentation to ensure accuracy and completeness.
Analyzes data and information to provide insights and recommendations.
Identifies and analyzes issues and problems and resolves in a timely manner or escalates as required.
Communicates and collaborates with internal and external stakeholders to deliver on business objectives.
Develops and maintains effective relationships with internal and external stakeholders to execute work and fulfill service delivery expectations.
Develops and maintains an understanding of the regulatory requirements and risks inherent in the operations to take appropriate actions and maintain operational integrity.
Collaborates in the development / implementation of new processes/systems and changes / improvements to existing systems and processes.
Supports the development of tools and delivery of training focused on delivering business results.
Completes complex & diverse tasks within given rules/limits.
Analyzes issues and determines next steps; escalates as required.
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.