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Product Support Analyst At BMO Financial Group

Location: Toronto, Ontario

Job Description

The Process Analyst provides first point of contact for operational support to internal business partners and end clients. The BSA II is responsible for providing excellent customer service and support for all in-scope business groups, products, policies and procedures during the management of the query life-cycle as well as navigational and application assistance expertise. He/she will proficiently support all call flow queues while maintaining performance at the correct service level or better. The BSA II will provide solid knowledge within subject matter specialties.


Responsibilities and Accountabilities:

· Responsible for the delivery of superior customer service with respect to telephone/email inquiries.
· Deals in a fast paced high volume environment in servicing our Sales and Service colleagues in BMO Nesbitt Burns Branches.
· Responsible for the timely and efficient investigation and resolution of BMO financial investment product requests as required meeting established deadlines and quality standards.
· Assumes a proactive role to ensure customers/users receive superior service by investigating requests/discrepancies and taking corrective action.
Assumes a role in escalation, troubleshooting, resolution, and documentation of problems. Liaise with appropriate areas for resolution.

Qualifications

Knowledge

· Possesses an university degree/college diploma or equivalent experience
· Minimum 2 years previous experience in the financial services industry
· Successful completion of the Canadian Securities Course would be an asset
· Demonstrated knowledge of supported securities products including all registered and non-registered investments and familiarity with the brokerage industry
· Familiarity with processes within Wealth Management Product Operations supporting Nesbitt Burns

Skills Required


· Demonstrates all attributes of BMO Financial Group’s Being BMO Model
· Advanced knowledge of securities products, services and internal workflow priorities and deadlines
· Good understanding of the Securities Industry.
· Good Problem Solving and Math skills.
· Possesses strong written and verbal communication skills.
· Exhibits exceptional Customer Service skills
· Skilled at giving prompt and accurate resolutions and guidance to phone and/or written correspondence enquiries/complaints received from customers/clients
· Skilled at giving prompt and accurate resolutions and guidance to phone and/or written correspondence enquiries/complaints received from customers/clients
· Ability to identify, resolve and or escalate problems that may have financial/customer service implications to Management
· Self-motivated and goal oriented, capable of working in a fast paced and changing environment
· Demonstrates strong problem solving and troubleshooting skills to allow efficient and effective problem identification and apply appropriate solution.
· Demonstrates an aptitude for continuous learning
· Ability to deal with changing priorities
· Advanced knowledge of products, services and workflow priorities and deadlines
· Familiarity with Remedy and internal workflow processes
· Excellent computer skills
We’re here to help

At BMO we have a shared purpose; we put the customer at the centre 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 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.

Job

General Management

Primary Location

Canada-Ontario-Toronto

Organisation

Global Operations-X000070

Schedule

full-time

Job Posting

11/26/18

Unposting Date

11/28/18