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Senior Service Representative
Company | Bank of Montreal |
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Location | Ontario, Canada |
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Salary | $38500 – $71000 |
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Type | Full-Time |
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Degrees | Bachelor’s |
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Experience Level | Junior, Mid Level |
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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