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Account Servicing Specialist

Company: Bank of Montreal
Location: Cedar Rapids
Posted on: January 17, 2020

Job Description:

3925 Fountains Blvd NE

Job Family Group:
Customer Shared Services

Thank you for your interest in BMO Financial Group. We are currently working towards providing a better candidate experience by including all of our job descriptions in both English and French. In the meantime, if this role is located in Quebec and/or New Brunswick please reference the French job description available below the English version. Otherwise please see the job description below in English as per federal language requirements.

Nous vous remercions pour votre intrt l'gard de BMO Groupe financier. Nous travaillons actuellement offrir une meilleure exprience aux candidats en publiant toutes nos descriptions de poste en franais et en anglais. Entre-temps, si ce poste est affich au Qubec ou au Nouveau-Brunswick, veuillez consulter la description de poste en franais disponible sous la version anglaise. Autrement, veuillez consulter la description de poste ci-dessous en anglais, conformment aux exigences fdrales en matire de langues.

Fulfill routine and frequently non-routine transactions, internal business partner and/or external customer inquiries/ requests, and/or audit/ reconciliation activities, and solve more complex issues efficiently and effectively in accordance with Bank and industry standards, focusing on up to a three-month time horizon. Follow procedures to resolve internal business partner and/or external customer inquiries/ requests and issues. Act as a subject matter expert to the team. Recommend/ implement process improvements. Act as point of approval/ resolution of escalated issues for more junior staff, where applicable.


  • Product & Process
  • Risk & Control
  • Business Performance Management

    Product & 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.
    • Investigate and may 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 existing procedures.
    • May resolve escalated work or issues from more junior staff, where applicable.
    • Enable productive relationships within the line of business (LOB) and other functions through responsiveness and support. Proactively work with others (i.e., on own team, shared service centre, other operational areas, or with the internal business partner and/or external customer) to ensure delivery of timely, quality and efficient fulfillment activities.
    • 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.
    • Provide on-the-job assistance and training to others, as requested.
      Risk & Control
      • Escalate issues that require resolution by more senior team members, 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.
      • Monitor production logs and schedules to ensure key controls are followed and exceptions are actively pursued; escalate to the manager as appropriate.
      • 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 FirstPrinciples, 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 (P&Ps) 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 P&Ps.
      • 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.
        Business Performance Management
        • 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.
          • 2 to 3 years of related experience
          • Good knowledge of standard desktop applications used by the business unit
          • Good knowledge and understanding of the business unit s key products and services, processes and controls
          • Good understanding of the business unit s risk and regulatory requirements
          • Good knowledge of departmental systems and applications
            • Good analytical and problem-solving skills
            • Good investigation skills
            • Good prioritization skills
            • Good organizational skills
            • Good customer service and relationship management skills
            • Good written and oral communication skills
            • Ability to multi-task in a fast-paced environment

              We're here to help

              At BMO Harris Bank we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

              As a member of the BMO Harris Bank 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 https://bmoharriscareers.com .

              BMO Harris Bank 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. BMO Harris Bank N.A. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Keywords: Bank of Montreal, Cedar Rapids , Account Servicing Specialist, Other , Cedar Rapids, Iowa

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