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BMO Financial Group U.S. Service Manager -Elm Grove         in Elm Grove, Wisconsin


To create a positive image of the Bank by overseeingall functions of the Service Representative team to ensure customers areprovided with superior customer service that defines a great customerexperience.

This positionhas supervisory responsibility for the Service Representative staff and isaccountable for managing referrals of prospects to Personal Bankers and otherbanking groups to deliver clarity (simplicity, guidance, and know-how) to ourcustomers. The Service Manager is theoperations champion and leader of directives and procedures.

Embraces, adopts, and promotes innovative ways ofbanking with employees and customers.

Key Accountabilities

ServiceTeam Performance

  • Provide professional and courteous service inprocessing a wide variety of day-to-day and special service customertransactions.

  • Resolve customer related issues promptlyusing knowledge of bank services, products and processes.

  • Meet or exceed all personal referral goals asdefined by referral program or by Bank Manager.

  • Oversees daily staffing (including breaks andlunches), to minimize customer wait times and enhance service levels,leveraging the branch scheduler tool.

SuperiorCustomer Service

  • Identify customer needs and matches needswith appropriate product or serve, makes referrals to other team members,including across lines of business (i.e. BMO Linkages Referrals), as assignedby Bank Manager.

  • Ensure the Service Representative staffpossesses the necessary skills to understand and execute customer banking transactionneeds, and are proactive in offering suggestions and options.

ProductKnowledge and Referral Development

  • Identifies customer needs and matches needswith appropriate product or service, utilizing opportunities to suggest orcross-sell other bank products and services.

  • Makes qualified referrals to other teammembers including other lines of business.

  • Meets or exceeds all personal referral goalsas defined.

  • Participates in all training relative to bankproducts and services.

  • Supports bank’s community involvement andparticipates in community activities as required.

  • Stay current on BMO Harris digital bankingcapabilities and coach team to provide proactive, needs based guidance on BMO Harris' digital banking and self-servicetechnologies


  • Identifies risks associated with regulatorycompliance, overdraft authority and bank secrecy act.

  • Adheres to all bank policies, directives andprocedures.

  • Completes all branch audits in appropriatetime frames; monthly, quarterly, biannually, and annually

  • Fosters a team approach ensuring auditrequirements are achieved.

  • Understands, applies and enforces dualcontrol procedure at all times.

  • Conducts ongoing robbery training with staff.

  • Disseminates all fraud related alerts andconducts training with staff to reduce fraud losses.

  • Understands systems functionality and ensurestransactions are input appropriately; responds to system messages to evaluaterisk associated with transaction and accountable for granting overrides.

  • Ensures all necessary documentation iscompleted for all transactions.

  • Maintains cash supply at each serverepresentatives’ window, vault and oversee vault security and teller alarmequipment.

  • Ensures all security measures are followed.

  • Adheres to and manages branch captureprocess.

Leadershipfor Staff Performance

  • Manage, coaches and develop the ServiceRepresentative staff by assigning work, training, answering questions, solvingproblems, helping with complex transactions and sensitive customer relationsproblems/complaints.

  • Ensure the Service Representative staffpossesses the necessary skills to understand and execute customer bankingtransaction needs, and are proactive in offering suggestion sand option son thedifferent products to other lines of business.

  • Provide Human Resource Management for allservice representative jobs including PPA’s, Developmental Plan/Training, GoalSetting and Corrective Action.

  • Coordinates daily work routines and assigningduties for Service Representative staff.

  • Lead the hiring process for the Service RepresentativeTeam

  • Lead the Service Representative Teammeetings, including Daily Huddles.


Knowledge & Skills


  • Education:

  • High School education or equivalent

  • College or other courses related to retail banking preferred

  • Experience:

  • 5 years Service Representative or related work experience

  • Bank Secrecy Act experience

  • Previous Supervisory/Management experience preferred

  • Previous sales experience a plus


  • Online procedures, deposit/check processing

  • Personal Banking products/services, commercial deposit products

  • Compliance training

Communication Skills

  • Must be able to disseminate valuable information in a timely manner and have the ability to decipher and react to urgent requests, when appropriate

  • Correspond clearly and concisely in all business writing and verbal communications

  • Ability to give direction, set limits, and hold pople accountable for high performance

  • Ability to manage difficult conversations with employees and give positive feedback and motivation

Risk and Compliance Management

  • A strong knowledge of all applicable regulations, audit standards, and related corporate policies, procedures and directives

  • Ability to demonstrate sound judgment, decision making and discretion

  • Ability to assess risk in order to mitigate loss to the branch and organization

Operational and People Management

  • Ability to adapt in a rapidly changing environment

  • Thorough understanding of all retail and commercial transaction processes and all products/services

  • Ability to share knowledge and promote staff learning and development

  • Ability to identify skill sets in others and to assign tasks appropriately

  • Ability to foster teamwork, recognize and reward achievements inspire trust and motivate others

  • Ability to create an environment that promotes customer service internally and externally, and building lasting relationships through exceptional customer service

  • Ability to make sound decisions, ensuring that decisions achieve results in a timely manner

  • Ability to take responsibility to team performance and development

Tech Savviness:

  • Comfortable using, advising on, and engaging team members and customers in digital and other innovative forms of banking.

Openness and Adaptability:

  • Ability to effectively adapt to rapid advancements in technology and the changing nature of the banking environment. Open to learning and adopting new technology and/or ways of working.

Change Leadership:

  • Demonstrated ability to influence and lead others through change

We’re here to help

At BMO Harris Bank we have a shared purpose; we put the customer at the center of everything we do – helping people is in our DNA. For 200 years we have thought about the future—the future of our customers, our communities and our people. We help our customers and our communities by working together, innovating and pushing boundaries to bring them our very best every day. Together we’re changing the way people think about a bank.

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 .

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.

Job Field:

Personal Banking

Job Schedule:


Primary Location:

United States-Wisconsin-Elm Grove