Address:

Job Family Group:

Provides exceptional, daily operational service support to grow the Bank’s market share and maximize profitability of client relationships. Ensures client problem resolution is prompt and effective, and that enhancement opportunities are identified and closed or referred during client service interactions. Typically meets client service needs through a pooled call center environment or a dedicated one-on-one relationship with sensitive, complex and/or top tiered clients.

• Ensures timely receipt of interest and principal payments
• Ensures questions/issues are resolved and closed as per the client’s expectations and to their satisfaction. Escalates issues, when warranted.
• Demonstrates an in-depth understanding of product and service , by providing needed information or directing clients to the appropriate source.
• Coordinates and executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones.
• Analyzes and interprets service problems to identify root causes and makes recommendations.
• Attends internal meetings with team members to discussing client/outstanding issues with colleagues, including reviewing how issues are handled.
• Gathers and formats data into regular and ad-hoc reports, and dashboards.
• Participates in audit and customer issues resolution, correct irregularities escalate as per established procedures.
• Proactively notifies clients of any upcoming changes or enhancements to existing products/services or potential usage.
• Identifies process improvement opportunities for better efficiency in meeting the needs of current clients.
• Shares any information with Management received while conducting client service business that would indicate a risk or an opportunity to the Bank.
• Provides input into the planning and implementation of operational programs.
• Actively listens to clients' concerns and diagnoses clients’ service needs.
• Facilitates timely client problem-resolution, engages cross-functional representatives or groups as appropriate.
• Responds to client concerns in a professional manner to convey ownership, competence, respect for the client relationship.
• Assist in the training of new team members and help answer questions of team members.  Escalate perceived training gaps to manager.
• Escalate operational inefficiencies to manager with your recommendation for viable enhancements to the process
• Facilitate timely client problem-resolution, engage cross-functional representatives or groups as appropriate. Escalate to manager, where necessary.
• Manage customer service needs of larger assigned portfolio and/or more complex/active Sponsors
• Accurately documents client requests using the group’s tracking systems.
• Facilitates action to close gaps between client expectations and client experiences in the performance of the Bank and its products.
• Applies consistent and timely follow ups to demonstrate a commitment to customer satisfaction and high standards of responsiveness.
• Serves as an advocate for individual clients and escalating issues as necessary to facilitate the timely resolution of service problems.
• Supports the development of tailored messaging, which may include writing, editing and distributing communications.
• Tracks timely collection of client service fees
• Collaborates with internal and external stakeholders in order to deliver on business objectives.
• Executes work to deliver timely, accurate, and efficient service.
• Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently on a range of complex tasks, which may include unique situations.
• Broader work or accountabilities may be assigned as needed.

Qualifications:

• Typically between 4 - 6 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Technical proficiency gained through education and/or business experience.
• Working knowledge of Loan IQ- Required
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem solving skills - In-depth.
• Influence skills - In-depth.
• Data driven decision making - In-depth.
• Syndication/Agency service experience- Preferred

Advanced level of proficiency:

• Product Knowledge
• Regulatory Compliance
• Data Analysis Reporting
• Document Management
• Microsoft Office
• Problem-Solving
• Detail-Oriented
• Project Management
• People Management
• Stakeholder Management
• Strategic Thinking

Salary:

Pay Type:

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: