Job description

Sr. Service Rep- DDA Recovery Team

BMO Harris Bank

Chicago/ Naperville, IL

Overview:

The Senior Service Rep will be responsible for boarding Commercial Business products on our loan system, daily balancing of system and general ledger, processing loan and fee payments, funding loan disbursements, maintaining loan accounting systems, performing light administrative duties as deemed by management and providing exceptional customer service to both internal business partners and external customers. This fast paced, highly demanding environment requires a professional and dependable individual with a demonstrated commitment to quality and accuracy.

Product & Process:

• Must be able to handle high volume workload activities in accordance with established priorities and deadlines on a timely, accurate and efficient basis.
• Maintain pipeline and notify management as needed.
• Provide Daily Volume report to management.
• Investigate and may resolve or make recommendations to more senior team members on more complex, non-routine issues relating to internal business partner and/or external customer inquiries or requests, business process efficiency and quality control within existing procedures.
• Enable productive relationships within the line of business (LOB) and other functions through responsiveness and support. Proactively work with others (i.e., on own team, shared service center, other operational areas, or with the internal business partner and/or external customer) to ensure delivery of timely, quality and efficient fulfillment activities.
• Provide advice to internal business partners and peers to support the completion of a process or activity within established procedures.
• Provide input and analysis into the continuous improvement of business processes and procedures within the scope of the work team, and participate in the planning, testing and implementation of projects and new/ revised products/ services or processes.
• Provide on-the-job assistance and training to others, as requested.

Risk & Control:

• Escalate issues that require resolution by more senior team members, as per guidelines.
• Identify potential risk situations/ impacts and make recommendations or escalate to the manager.
• Review transactions and requests for compliance with regulatory and Bank requirements, as required.
• Monitor production logs and schedules to ensure key controls are followed and exceptions are actively pursued; escalate to the manager as appropriate.
• Provide information for regulatory reporting and audit queries.
• Ensure all appropriate authorizations/ approvals are obtained in accordance with policies and controls.
• Ensure adherence to all aspects of First Principles, Our Code of Business Conduct and Ethics Corporate Policy, as well as all applicable legislation, regulatory rules and requirements, and Bank standards, policies and procedures (P&Ps) for such things as potential conflicts of interest, safeguarding of customer information, trading in securities, anti-money laundering, privacy and disclosure of outside business activities.
• Ensure strict confidentiality is maintained for both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank P&Ps.
• Follow security and safeguarding procedures and apply appropriate due diligence in accordance with Bank policy for the prevention of loss due to such things as fraud or defalcation.

Business Performance Management:

• Monitor service delivery performance, production processes and quality, providing reports to the manager for the purpose of optimizing operational effectiveness.
• Deliver exceptional customer service that builds trust through responsive, accurate, consistent, knowledgeable and available services and support.
• Align individual performance goals to team and organizational goals.
• Demonstrate behaviors that are consistent with “Our Way” model and aligned with BMO values.

Skills:

• Excellent analytical and problem-solving skills
• Excellent investigation skills
• Good prioritization skills
• Good organizational skills
• Excellent customer service and relationship management skills
• Good written and oral communication skills
• Ability to multi-task in a fast-paced and results driven environment

Knowledge:

• University degree/college diploma or equivalent work experience
• Knowledge of Commercial, consumer and residential loan documentation
• Solid understanding of basic accounting processes and procedures
• Knowledge and experience using Microsoft Excel, Word and Outlook
• Good understanding of the business unit’s risk and regulatory requirements
• Good knowledge of departmental systems and applications

Preferred Qualifications:

• Lending operations related experience
• Prior booking/boarding loan experience

Job Type: Contract

Pay: $50,000.00 - $54,000.00 per year

Experience level:

• 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Remote

Work Location: Remote

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