Bilingual Business Support Analyst, Call Centre (Hybrid)

Internal Call Centre

Canadian Securities Certificate an asset

• Please note that this is a hybrid role (twice a month in the office)

Provides first and/or second level business support, advice, and guidance to sales and service colleagues (i.e. Business Help Desks). Acts as trusted advisors to stakeholders, providing a source of business process, policy, procedure, product and/or system expertise. Provides extensive business knowledge in an effective, responsible and timely manner to aid in delivering business results and/or minimizing risk.

• Broader work or accountabilities may be assigned as needed.
• Supports the development of tailored messaging, which may include writing, editing and distributing communications.
• Ensures alignment between stakeholders.
• Organizes work information to ensure accuracy and completeness.
• Ensures Incident Management Processes are followed.
• Thinks creatively and proposes new solutions.
• Provides advice and guidance to assigned business/group on implementation of solutions.
• Analyze data and information to provide insight and recommendations.
• Notifies and provides regular updates on operational issues to business partners.
• Maintain solid knowledge within subject matter specialties.
• Provides first point of contact operational support to internal business partners and end clients.
• Works mostly independently.
• Provides coaching guidance to junior team members.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Builds effective relationships with internal/external stakeholders.
• Coordinates and executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones.
• Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
• Develops solutions and makes recommendations based on an understanding of the business strategy and stakeholder needs.
• Provides excellent service and support for all in-scope business groups, products, policies, and procedures.
• May support change management of varying scope and type; tasks typically focused on execution and sustainment activities.
• Executes work to deliver timely, accurate, and efficient service.
• Focus may be on a business/group.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Leads and participates in team projects, keeping up to date on new initiatives and processes.

Qualifications:

• Knowledge of applicable risk and regulatory requirements and the impact on the business/group.
• Call centre experience - an asset.
• Collaboration & team skills - In-depth.
• Influence skills - In-depth.
• Bilingual (English/French) - mandatory.
• CSC (Canadian Securities Course) - an asset.
• Analytical and problem solving skills - In-depth.
• Specialized knowledge from education and/or business experience.
• Verbal & written communication skills - In-depth.
• PC skills (MS Word, Excel, PowerPoint) - Good.
• Typically between 3 - 5 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Knowledge of the business/group processes/procedures/tools/technology – Good.

This position requires proficiency in English to interact, support and/or provide services to non-French speaking customers, employees and/or partners inside and/or outside the province of Quebec.

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/us/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. BMO is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.