BMO Financial Group Analyst, BMO Insurance Service Centre in Toronto, Ontario
60 Yonge Street
Job Family Group:
Wealth Sales & Service
Conduct timely analysis of day-to-day information and reports on creditor insurance to ensure compliance with terms and conditions of contracts and maintenance of accounts
Research, investigate and analyze problems/ exceptions, including those referred from other staff within established procedures and timelines
Participate in team and/or business unit projects, as needed, to improve business processes and/or customer service
Monitor and shift priorities according to complexity and urgency levels to ensure service level agreements (SLAs) are met
Escalate issues and concerns as appropriate
Adhere to all established Policy and Procedures on the BMO Intranet site, as well as internal Business Processes documented by the BISC Manager
The BMO Insurance Service Centre (BISC) Analyst will play a key role in supporting the bank's mission of "being there to help". As an integral member of the BMO Creditor Insurance Operations team, this role will respond to customer inquiries received from our sales channels, provide excellent customer service to both internal partners and external customers and process a wide variety of complex technical transactions.
By handling non-routine creditor insurance transactions and issues, the BISC Analyst will support the branch team to confidently help customers meet their creditor insurance needs at BMO Bank of Montreal. The analyst will provide assistance in retaining and expanding customer relationships to help the branch achieve retention, sales and profitability objectives. They will identify opportunities to increase share of wallet by using service principles, practices and techniques.
This role is accountable to proactively manage all incoming queries and issues in a professional, compliant and timely manner ensuring all prescribed guidelines and processes are adhered to. The BISC Analyst requires in-depth knowledge of creditor insurance processes and products, as well as BMO systems, and will be required to communicate with our insurers/suppliers.
Seeks, recognizes and acts upon opportunities to expand business relationships.
Answers inquiries and provides accurate information about Creditor Insurance products.
Responds to information requests and follows established protocols.
Resolves issues escalating as required.
Processes client service requests and administrative requests according to established procedures and policies, and submits as required for approval.
Collaborates with internal and external stakeholders in order to deliver on business objectives.
Analyzes data and information to provide insights and recommendations.
Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.
Supports the development of tools and delivery of training focused on delivering business
Integrates information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting.
Follows established procedures in all communications with clients – by phone, e-mail or written – to ensure that compliance requirements are met for all scenarios. Creates and maintains computer records on all systems to ensure accuracy of client information. Recommends workflow improvements to deliver a more efficient operation.
Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
Analyzes issues and determines next steps.
Broader work or accountabilities may be assigned as needed.
Typically between 2 - 3 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.
In‐depth knowledge about Creditor Insurance products, process, policies and practices .
In-depth knowledge of BMO Systems (i.e. Customer Connect, TSYS, Optimizer)
English/French bilingualism an asset.
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.
To find out more visit us at https://jobs.bmo.com/ca/en.
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 Group Serving 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.