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Service Specialist I

Reference ID: 1900004676

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Full time position, permanent

Schedule : Monday to Friday

Location : Place Bonaventure, 800 de la Gauchetiere W., Montreal

Department : Retail Lending and Mortgages

Manage personal loan review/revision requests following disbursements.

Provide specialized support and service in a specific function/ technology where complexity is deemed to be medium to high and where errors may be costly. Analyze more complex, non-routine business issues, procedures, products and processes, ensuring financial and regulatory controls, and provide guidance and resolution of issues.

Act as subject matter expert (SME) for area of expertise including review of any lending related topics or processes. Advise on resolution of more complex transactions and act as a point of escalation. Operate within a highly regulated external environment and ensure sound management of significant financial risk associated with the transactions under management. This role focuses on up to a six-month time horizon.


Product and Process
    •Process and/or fulfill transactions, perform audit/ reconciliation activities and/or other activities in accordance with established priorities and deadlines on a timely, accurate and efficient basis.•Resolve discrepancies/ exceptions that frequently deal with non-routine situations, requiring further analysis.•Responsible to action critical or rush process and/or fulfillment transactions ensuring accuracy, complete and timely delivery.•Investigate and resolve or make recommendations to more senior team members on more complex, non-routine issues relating to internal business partner and/or external customer inquiries or requests, business process efficiency and quality control within established procedures.•Identify business processes, efficiency and control issues in timely fashion and escalate unusual issues to senior team members. Resolve more complex exceptions referred from more junior team members, as appropriate.•Conduct analysis for change or business initiatives, using specialized product or process knowledge or specialized program expertise. May be accountable for documenting business requirements or providing input to conversion and implementation strategy plan.•Assist in building relationships with internal business partners, as appropriate, through daily interaction. Partner with other operational areas to ensure delivery of timely, quality and efficient processing activities.•Provide information/ communication/ solutions (both written and verbal) to senior team members and/or management.•Provide advice to internal business partners and peers to support the completion of a process or activity within established procedures.•Provide input and analysis into the continuous improvement of business processes and procedures within the scope of the work team, and participate in the planning, testing and implementation of projects and new/ revised products/ services or processes.•Complete routine credit activities relative to financing applications, which may include preparation, registration and follow-up of security documentation.•Prepare documentation and forward to the appropriate partner ensuring satisfactory fulfillment of the application.•Verify all terms and conditions are obtained, are acceptable and validate where required escalating Business for Self applications for income validation.

Risk and Control
    •Escalate issues that require resolution by the manager, as per guidelines.•Identify potential risk situations/ impacts, and make recommendations or escalate to the manager.•Review transactions and requests for compliance with regulatory and Bank requirements, as required.•Provide information for regulatory reporting and audit queries.•Ensure all appropriate authorizations/ approvals are obtained in accordance with policies and controls.•Ensure adherence to all aspects of First Principles, Our Code of Business Conduct and Ethics Corporate Policy, as well as all applicable legislation, regulatory rules and requirements, and Bank standards, policies and procedures (PandPs) for such things as potential conflicts of interest, safeguarding of customer information, trading in securities, anti-money laundering, privacy and disclosure of outside business activities. Ensure strict confidentiality is maintained for both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank PandPs.•Follow security and safeguarding procedures and apply appropriate due diligence in accordance with Bank policy for the prevention of loss due to such things as fraud or defalcation.•Protect the Banks assets and maintain the quality of the lending portfolio by adhering to all lending regulations, Policies and Procedures, legal and ethical requirements, bank guidelines and lending process requirements including thorough investigation and credit due diligence. Manage risk and minimize losses through monitoring and control reports, and credit bureau review, ensuring compliance requirements, audits and verifications are completed in accordance with Bank Policies and Procedures and regulatory, legal and ethical requirements. Advocate the Our Approach to Risk Management framework to protect the Bank's assets and maintain the quality of the lending portfolio by ensuring adherence to:•Relevant product and risk management policies and procedures•The Banks lending philosophy which is premised on the judicious of the 5 Cs of credit•established yield, quality, diversification and risk guidelines•Comply with all regulatory, legal and ethical requirements

Business Performance Management
    •Provide coaching and training to team members as required.•Monitor service delivery performance, production processes and quality, providing reports to the manager for the purpose of optimizing operational effectiveness.•Deliver exceptional customer service that builds trust through responsive, accurate, consistent, knowledgeable and available services and support.•Align individual performance goals to team and organizational goals.•Demonstrate behaviours that are consistent with Our Way model and aligned with BMO values.

    •University degree/college diploma or equivalent work experience3 to 5 years of related experience •Good knowledge of all operating processes and supporting applications and policies •Working knowledge of Personal Loan documentation and registrations •Working knowledge of all personal lending processes and supporting policies •Credit qualified without Personal limits ALD qualified •Solid knowledge and experience with the Banks Customer Connect/Optimizer systems •Good knowledge of standard desktop applications used by the business unit •Strong knowledge and understanding of the business units key products and services, processes and controls •Strong understanding of the business units risk and regulatory requirements •Good knowledge of departmental systems and applications

    •Strong analytical and problem-solving skills •Strong investigation skills •Strong prioritization skills •Strong organizational skills •Strong customer service and relationship management skills •Good change leadership skills •Good coaching and training skills •Strong written and oral communication skills in French and in English •Ability to multi-task in a fast-paced environment

We're here to help

At BMO we have a shared purpose; we put the customer at the centre of everything we do - helping people is in our DNA. For 200 years we have thought about the future-the future of our customers, our communities and our people. We help our customers and our communities by working together, innovating and pushing boundaries to bring them our very best every day. Together we're changing the way people think about a bank.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one - for yourself and our customers. We'll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we'll help you gain valuable experience, and broaden your skillset.

To find out more visit us at .

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other's differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Posted: April 15, 2019
Closes: June 14, 2019