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Senior Service Representative

Senior Service Representative

CompanyBank of Montreal
LocationOntario, Canada
Salary$38500 – $71000
TypeFull-Time
DegreesBachelor’s
Experience LevelJunior, Mid Level

Requirements

  • Typically between 2 – 3 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.
  • Specialized Knowledge – RESP’s
  • 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 the risk and regulatory requirements of the business – Good.
  • Prioritization skills – Good.
  • Customer service skills – Good.
  • PC skills (MS Word, Excel, PowerPoint) – Good.
  • Verbal & written communication skills – Good.
  • Organization skills – Good.
  • Collaboration & team skills – Good.
  • Analytical and problem solving skills – Good.

Responsibilities

  • Gathers and formats data into regular and ad-hoc reports, and dashboards.
  • Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.
  • May function as a problem-solving resource for more junior staff.
  • 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 and may include handling escalations from other employees.
  • Analyzes issues and determines next steps.
  • Broader work or accountabilities may be assigned as needed.

Preferred Qualifications

  • Experience in Broadridge – Good to have