BMO Financial Group Senior Service Representative in Ontario, Canada


Fulfill routine andoccasionally non-routine transactions, internal business partner and/orexternal customer inquiries/ requests, and/or audit/ reconciliation activitiesefficiently and effectively in accordance with Bank and industry standards,focusing on up to a one-month time horizon. Follow procedures to resolvestandard and relatively straightforward internal business partner and/or externalcustomer inquiries/ requests and issues, referring non-routine issues to moresenior team members and/or manager.

Product &Process

Risk & Control

Business Performance Management

Product & Process

  • Process and/or fulfilltransactions, perform audit/ reconciliation activities and/or other activitiesin accordance with established priorities and deadlines on a timely, accurateand efficient basis.

  • Resolve discrepanciesthat include occasional non-routine situations in accordance with standardprocedures.

  • Record and verify datafor fulfillment and/or further handling.

  • Communicate withinternal business partners and external customers to respond to standard andoccasionally non-standard and/or non-routine inquiries according to guidelines.Follow-up with other business units to ensure issues are resolved.

  • Perform administrativetasks such as distributing/ collecting documentation and information to or fromother internal departments or institutions, archiving historical documentation,assisting in the preparation of management reports, reconciling activities on adaily, weekly or monthly basis.

  • Resolve escalated workor issues from more junior staff, as appropriate.

  • Provide input into thecontinuous improvement of business processes and procedures within the scope ofthe work team, and participate in testing and implementation of projects andnew/ revised products/ services or processes.

  • Provide on-the-jobassistance and training to others, as requested.

Risk & Control

  • Escalate non-standardand/or non-routine issues, where applicable, as per guidelines.

  • Ensure quality controlstandards are met for own work prior to proceeding with each workflow activity,as required by procedures.

  • Identify potentialrisk situations and escalate to more senior team members.

  • Review transactionsand requests for compliance with regulatory and Bank requirements, as required.

  • Ensure all appropriateauthorizations / approvals are obtained in accordance with policies andcontrols.

  • Ensure adherence toall aspects of First Principles, Our Code of Business Conduct and EthicsCorporate Policy, as well as all applicable legislation, regulatory rules andrequirements, and Bank standards, policies and procedures (P&Ps) for suchthings as potential conflicts of interest, safeguarding of customerinformation, trading in securities, anti-money laundering, privacy anddisclosure of outside business activities.

  • Ensure strictconfidentiality is maintained for both customer and Bank information to protectthe customer and the Bank and to ensure compliance with Bank P&Ps.

  • Follow security andsafeguarding procedures and apply appropriate due diligence in accordance withBank policy for the prevention of loss due to such things as fraud ordefalcation.

Business Performance Management

  • Deliver exceptionalcustomer service that builds trust through responsive, accurate, consistent,knowledgeable and available services and support.

  • Align individualperformance goals to team and organizational goals.

  • Demonstrate behavioursthat are consistent with “Our Way” model and alignedwith BMO values.



  • High school diploma orequivalent work experience

  • 1 to 2 years ofrelated experience

  • Knowledge of standarddesktop applications used by the business unit

  • Good knowledge andunderstanding of the business unit’s key products and services, processes andcontrols

  • Good understanding ofrisk and regulatory requirements of the role

  • Basic knowledge ofdepartmental systems and applications


  • Good analytical andproblem-solving skills

  • Good investigationskills

  • Good prioritizationskills

  • Good organizationalskills

  • Good customer serviceskills

  • Good written and oralcommunication skills

  • Ability to multi-taskin a fast-paced environment

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 .

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.

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