Commercial Service Officer - career opportunity in Canada

Job Title:CAN Comm Svc Officer MM/CF - Grade 4-1300006017
Job:Commercial Banking
Location:Canada-Ontario-Lindsay
Company: BMO
Deadline: 29/08/2013
Job:Commercial Banking
Location:Canada-Ontario-Lindsay
Organisation:P&C Canada Divisions-X000020
Schedule:Full-time
Description:
The Commercial Service Officer (CSO) supports effective delivery of Relationship Management the BMO Way. This role is accountable for supporting an assigned team of Commercial Account Managers (CAMs) in the preparation, execution and fulfillment of everyday banking products/solutions, including simple cash management products .in accordance with national service and support standards. In addition, the CSO prepares and executes lending (non-security) and investment product documentation as required to meet the customer’s needs, ensuring compliance with all legal, regulatory and operational effectiveness requirements.  As a Deal Team member, the CSO role provides exceptional customer service to all commercial customers using Brilliant at the Basics for Business. To ensure we consistently exceed customer expectation the CSO will identify, record and advise the CAM of any potential risk and customer service issues, and recommend workflow and administrative process alternatives to the customer, CAM and/or the Manager, Commercial Services to improve efficiencies and the customer experience. 

Key Accountabilities:
60% Sales and Service Support
Process transactions accurately and within specified timeframes, in accordance with Bank Policies & Procedures and applicable legislative/regulatory requirements, to effectively and efficiently support and sustain exemplary customer sales, service and non-credit fulfillment
Provide proactive friendly, courteous, knowledgeable and professional customer service, identifying opportunities and initiating qualified referrals or fulfilling as appropriate in order to add value to the customer relationship 
Prepare everyday banking, lending (non-security) and investment product documentation in a courteous and knowledgeable manner in accordance with established standards and legislative/regulatory requirements
Collaborate with local BMO Partners and branch contacts, to assist CAM’s in executing sales and referral opportunities, and in acquiring and retaining profitable commercial relationships
Take ownership of customer satisfaction by identifying needs, gathering information and handling any problems/issues tactfully and effectively in accordance with Bank Policies and Procedures. Escalate issues as appropriate
Provide service support (i.e. documentation execution) for basic Cash Management products, referring to specialists in cash management (i.e. Cash Management Specialist or Cash Management Analyst) as required
Assist CAM’s in the coordination of sales and marketing activities, as appropriate (i.e., appointments, seminars, etc.) to ensure an effective use of the CAM’s time and an optimal customer experience
Maintain customer records in an organized fashion, ensuring information is documented and up-to-date and presented in a manner that maximizes the use of Bank technology
Plan and organize completion of assigned tasks such that all tasks are completed in a timely manner and to quality standards, while at all times maintaining a high level of customer service
Comply with established National Standards to ensure a consistent customer experience
40% Operational Effectiveness 
Understand the risks and take appropriate actions relating to business banking, and identify and refer risk related to personal banking, including deposit, investment and lending products and regulations, Bank Policies & Procedures, legal and ethical requirements, process requirements and established guidelines, to maintain operational integrity within the unit and branch
Understand regulatory and compliance requirements, including but not limited to Anti-Money Laundering and Terrorist Finance Reporting requirements, FCAC Consumer Provision requirements, Mutual Fund Compliance requirements and Privacy Act - Provisions, in accordance with Bank Policies & Procedures
Protect the Bank’s assets by adhering to all everyday banking, business banking, investment and lending regulations (as appropriate), Policies and Procedures, legal and ethical requirements, process requirements and established risk guidelines
Identify, record and advise CAM’s of any potential risk issues and recommend workflow and administrative process alternatives to improve efficiencies and customer service
Assist CAM’s in resolving audit and customer issues, ensuring irregularities are corrected, and provide timely, effective problem resolution, escalating customer issues per established processes
Adhere to Bank Policies & Procedures for the prevention of loss due to fraud, counterfeiting, money laundering, or defalcation; identify and support suspicious and other reportable transactions or patterns of activity that are suspected to be related to money laundering, and escalate in accordance with Bank Policies & Procedures
Carry out other role related delegated tasks as identified by your Manager
Actively participate in coaching for performance, developing skills and ability to consistently deliver Relationship Management the BMO Way

Qualifications:
Knowledge and Skills 
Customer Communication Skills (Working)
Information Management (Working)
Operational Effectiveness (Working)
Sales & Service (Working)
Business Acumen (Basic)
Simple Cash Management, Deposits Product Knowledge
and Fulfillment (Working)
Commercial Lending Product Knowledge (Basic)
Conflict Management & Resolution (Working)
Environmental Understanding (Working)
Problem Solving (Working)
Level of education and years of experience:
Minimum High School  Diploma
1-3 Years Financial Experience

At our company, we have been helping our customers and communities for over 195 years. Working with us means being part of a team of talented and passionate individuals with a shared focus on working together to deliver great customer experiences. We stand behind your success with the support you need to turn your potential into performance.

To find out more visit our website at www.bmo.com/careers.

BMO Financial Group is committed to an inclusive, equitable and accessible workplace. By embracing diversity, we gain strength through our people and our perspectives.
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