Service Representative Iii-after Sales

2 weeks ago

Ottawa, Ontario, Canada BMO Financial Group Full time
rue St-Jacques O Montreal Quebec,H2Y 1L6

Hybride role - 1 week a month (on rotation)

Schedule is Monday through Friday, 7am to 3pm or 8am to 4pm EST

Bilingualism required (French\English)


Provides day-to-day delivery of critical processes, administration and servicing activities in in connection with retail and commercial deposits and payments.

Supports the execution of payments, transactions, service requests, administrative activities and processes and fulfillment of business, stakeholder and/or external customer inquiries/requests within relevant service level agreements.

Collaborates with stakeholders to promote efficient and effective processes and work flow, establish positive working relationships across the organization and to achieve business results and deliver the intended customer and employee experience.

Deposit and Payments operations includes (but are not limited to) specialized operations processes and activities related to cheque and electronic transaction processing, lockbox and remote deposit processes, account maintenance and monitoring, etc.


  • Analyzes data and information to provide insights and recommendations.
  • Communicates and collaborates with internal and external stakeholders in order to deliver on business objectives.
  • Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.
  • May function as a problemsolving resource for more junior staff, referring nonroutine issues to more senior team members and/or manager.
  • May perform quality control and training.
  • 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 service requests, transactions, activities, etc. within relevant service level agreements and in accordance with established policies, processes and procedures.
  • Provides accurate, consistent, knowledgeable responses to stakeholder questions and requests.
  • Follows documented policies and procedures to execute day to day transactions, activities, processes and ensures all Service Level Agreements(SLAs) are met.
  • Checks and reconciles information and documentation to ensure accuracy and completeness.
  • Identifies and resolves discrepancies in accordance with standard procedures. Escalates issues, where necessary, as per guidelines.
  • Communicates and collaborates with internal and external stakeholders in order to deliver on business objectives.
  • Collaborates in development/implementation of new processes/systems and changes/improvements to existing systems and processes.
  • Develops and maintains an understanding of the regulatory requirements and risks inherent in the operations and ensures appropriate actions are taken and operational integrity is maintained.
  • Completes complex & diverse tasks within given rules/limits.
  • Analyzes issues and determines next steps; escalates as required.
  • Broader work or accountabilities may be assigned as needed

Qualifications:

  • Typically between 2 years of relevant experience and postsecondary degree in related field of study desirable or an equivalent combination of education and experience.
  • Knowledge and experience using relevant systems and technology.
  • 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.
  • PC skills (MS Word, Excel, PowerPoint)
  • Good.
  • Ability to multitask in a fastpaced environment.
  • Basic specialized knowledge.
  • Verbal & written communication skills
  • Good.


 Organization skills
  • Good.
  • Collaboration & team skills
  • Good.
  • Analytical and problem solving skills
  • Good.

We're here to help
At BMO 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 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.

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