BMO Financial Group Business Support Analyst II in Montreal, Quebec
129 rue St-Jacques O
Job Family Group:
Customer Shared Services
This role is focused on providing support to branch employee. Ideal candidates will be experienced with Everyday Banking knowledge including commercial account.
Permanent, 37.5h per week
Schedule on a rotation basis: Monday, Tuesday and Wednesday between 8am and 8pm, Thursday and Friday between 8am and 9pm and Saturdays 9am and 5 pm .
Location: 129 St.Jacques W., Montreal
The Business Support Analyst delivers exceptional effortless service and support (first call resolution) to our branch colleagues across Canada through high quality guidance to known policy and process solutions. A successful Business Support Analyst is driven by a passion for:
helping others succeed
providing effortless customer experiences
sharing subject matter expert level product and branch operational knowledge and
solving problems with emphasis on root cause analysis and early problem identification
Provides effortless customer experiences by taking ownership of the branch callers’ issue, relieving their stress while guiding them to a resolution.
Provides first-level business support by providing guidance on:
Bank policies, procedures and guidelines, including interpretation/clarification when necessary
Branch operations, products and services
Navigation of related system applications
Resolves call at first point of contact, but when the solution is unknown or cannot be found, will escalate accordingly
Provides support in the handling of questions by evaluating exceptions, operational risk and/or resolution of errors or delays
Shares insights with peers and management in order to continuously improve how our work gets done, increases productivity and achieves individual and team performance goals
Understands and follows regulatory and compliance procedures
Support customers in English and French
Excellent problem solving and troubleshooting skills to allow efficient and effective problem identification and application of appropriate solutions
Self-motivated and goal-oriented, capable of working in a fast paced and changing environment
Advanced listening and probing skills
Possess strong verbal communication skills
Strong organization and multi-tasking skills
Excellent understanding of compliance and risk issues
Minimum 3- 5 years previous experience with BMO
Strong working knowledge of branch procedures such as clearings exceptions, suspense item processing (054), cash operations, foreign exchange processing including foreign currency cash transactions
Strong knowledge and understanding of retail branch as well as commercial products and related processes
Strong knowledge and understanding of commercial products and related processes
Preferred candidate will have BMO Branch experience as Personal Banker or Assistant Branch Manager, or other relevant branch experience
We’re here to helpAt 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.To find out more visit us at https://bmocareers.com.BMO 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. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.
BMO Financial GroupServing customers for 200 years and counting, BMO is a highly diversified financial services provider – the 8th largest bank, by assets, in North America. With total assets of $728 billion as of October 31, 2018, and a team of diverse and highly engaged employees, BMO provides a broad range of personal and commercial banking, wealth management and investment banking products and services to more than 12 million customers and conducts business through three operating groups: Personal and Commercial Banking, BMO Wealth Management and BMO Capital Markets.We serve Canadian clients through BMO Bank of Montreal®, our personal and commercial banking business, BMO Nesbitt Burns®*, one of Canada's leading wealth management firms, and BMO Capital Markets™, our North American investment and corporate banking division.In the United States, clients are served through BMO Harris Bank, a major U.S. Midwest personal and commercial bank, and BMO Private Bank, with wealth management offices across the United States, as well as BMO Capital Markets™, our North American investment and corporate banking division.We help our customers make money make sense by delivering the broadest range of financial services through a single point of contact. Our financial service professionals provide access to any services our customers require across the entire enterprise.