BMO Financial Group U.S. Service Manager - Gurnee in Gurnee, Illinois
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.
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.
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
High School education or equivalent
College or other courses related to retailbanking preferred
5 years Service Representative or relatedwork experience
Bank Secrecy Act experience
Previous Supervisory/Management experiencepreferred
Previous sales experience a plus
Online procedures, deposit/check processing
Personal Banking products/services,commercial deposit products
Must be able to disseminate valuableinformation in a timely manner and have the ability to decipher and react tourgent requests, when appropriate
Correspond clearly and concisely in allbusiness writing and verbal communications
Ability to give direction, set limits, andhold pople accountable for high performance
Ability to manage difficult conversationswith employees and give positive feedback and motivation
Riskand Compliance Management
A strong knowledge of all applicableregulations, audit standards, and related corporate policies, procedures anddirectives
Ability to demonstrate sound judgment,decision making and discretion
Ability to assess risk in order to mitigateloss to the branch and organization
Operationaland People Management
Ability to adapt in a rapidly changingenvironment
Thorough understanding of all retail andcommercial transaction processes and all products/services
Ability to share knowledge and promote stafflearning and development
Ability to identify skill sets in others andto assign tasks appropriately
Ability to foster teamwork, recognize andreward achievements inspire trust and motivate others
Ability to create an environment thatpromotes customer service internally and externally, and building lastingrelationships through exceptional customer service
Ability to make sound decisions, ensuringthat decisions achieve results in a timely manner
Ability to take responsibility to teamperformance and development
- Comfortable using, advising on, and engagingteam members and customers in digital and other innovative forms of banking.
Openness and Adaptability:
- Ability to effectively adapt to rapidadvancements in technology and the changing nature of the banking environment.Open to learning and adopting new technology and/or ways of working.
- Demonstrated ability to influence and leadothers through change
We’re here to help
At BMO Harris Bank we have a shared purpose; we put thecustomer at the center of everything we do – helping people is in our DNA. For200 years we have thought about the future—the future of our customers, ourcommunities and our people. We help our customers and our communities byworking together, innovating and pushing boundaries to bring them our very bestevery 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. Westrive to help you make an impact from day one – for yourself and ourcustomers. We’ll support you with the tools and resources you need to reach newmilestones, as you help our customers reach theirs. From in-depth training andcoaching, to manager support and network-building opportunities, we’ll help yougain valuable experience, and broaden your skillset.
To find out more visit us at https://bmoharriscareers.com .
BMO Harris Bank is committed to an inclusive, equitable andaccessible workplace. By learning from each other’s differences, we gainstrength through our people and our perspectives. BMO Harris Bank N.A. is anequal opportunity/affirmative action employer. All qualified applicants willreceive 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 allaspects of the selection process. To request accommodation, please contact yourrecruiter.