Service Delivery Lead - Treasury Payments

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Provides exceptional daily operational service support to grow the Banks market share and maximize the profitability of client relationships. Ensures client problem resolution is prompt and effective and that enhancement opportunities are identified and closed or referred during client service interactions. Typically meets client service needs through a pooled call center environment or a dedicated one-on-one relationship with sensitive complex and/or top tiered clients.

Responsibilities:

• Reviews similar activities of other clients in the same industry providing assistance and guidance relative to industry best practices.
• May be able to apply interest adjustments based on limits.
• Ensures that tickets are resolved and closed as per the clients expectations and to their satisfaction.
• Demonstrates an in-depth understanding of products and services by providing needed information or directing clients to the appropriate source.
• Coordinates and executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones.
• Analyzes and interprets service problems to identify root causes and makes recommendations.
• Attends internal meetings with team members to discuss client/outstanding issues with colleagues including reviewing how issues are handled.
• Gathers and formats data into regular and ad-hoc reports and dashboards.
• Participates in audit and customer issues resolution corrects irregularities escalates as per established procedures.
• Proactively notifies clients of any upcoming changes or enhancements to existing products/services or potential usage.
• Identifies process improvement opportunities for better efficiency in meeting the needs of current clients.
• Shares any information with Management received while conducting client service business that would indicate a risk or an opportunity to the Bank.
• Provides input into the planning and implementation of operational programs.
• Actively listens to clients concerns and diagnoses clients service needs.
• Facilitates timely client problem-resolution engages cross-functional representatives or groups as appropriate.
• Responds to client concerns professionally to convey ownership competence and respect for the client relationship.
• Accurately documents client requests using the groups tracking systems.
• Facilitates action to close gaps between client expectations and client experiences in the performance of the Bank and its products.
• Applies consistent and timely follow-ups to demonstrate a commitment to customer satisfaction and high standards of responsiveness.
• Serves as an advocate for individual clients and escalates issues as necessary to facilitate the timely resolution of service problems.
• Supports the development of tailored messaging which may include writing editing and distributing communications.
• Tracks the collection of client service fees
• Collaborates with internal and external stakeholders to deliver on business objectives.
• Executes work to deliver timely accurate and efficient service.
• Focus is primarily on business/group within BMO; may have broader enterprise-wide focus.
• Exercises judgment to identify diagnose and solve problems within given rules.
• Works independently on a range of complex tasks which may include unique situations.
• Broader work or accountabilities may be assigned as needed.

Qualifications:

• Typically between 4 - 6 years of relevant experience in client management and workflow management
• Looking for candidates with experience managing escalations
• Candidates should have experience with assigning work
• Candidates should have experience with delegating tasks
• Candidates should have experience with Treasury Payment Products
• Treasury experience is a must-have
• Technical proficiency in the ServiceNow Ticketing System is a nice-to-have
• Technical proficiency in AWS is a nice-to-have.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem-solving skills - In-depth.
• Influence skills - In-depth.
• Data-driven decision making - In-depth.

Salary:

Pay Type:

The above represents BMO Financial Groups pay range and type.

Salaries will vary based on factors such as location skills experience education and qualifications for the role and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles the salary listed above represents BMO Financial Groups expected target for the first year in this position.

BMO Financial Groups total compensation package will vary based on the pay type of the position and may include performance-based incentives discretionary bonuses as well as other perks and rewards. BMO also offers health insurance tuition reimbursement accident and life insurance and retirement savings plans. To view more details of our benefits please visit: Us

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. Well 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 well help you gain valuable experience and broaden your skillset.

To find out more visit us at is proud to be an equal employment opportunity employer. We evaluate applicants without regard to race religion color national origin sex (including pregnancy childbirth or related medical conditions) sexual orientation gender identity gender expression transgender status sexual stereotypes age status as a protected veteran status as an individual with a disability or any other legally protected characteristics. We also consider applicants with criminal histories consistent with applicable federal state and local law.

BMO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process please send an e-mail to and let us know the nature of your request and your contact information.

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.