Customer Care Specialist

The Customer Care Specialist will join the Transportation Finance Operations team.

Provides day-to-day delivery of critical lending operations processes including loan administration and servicing activities. Supports the execution of payments, transactions, service requests, administrative activities and processes and fulfillment of stakeholders inquiries/requests within relevant service level agreements. Collaborates with stakeholders to promote efficient and effective processes and work flow, establish positive working relationships across the organization and to achieve business results and deliver the intended customer and employee experience. Lending operations includes specialized operations processes and commercial lending products.

• Gathers and formats data into regular and ad-hoc reports, and dashboards.

• Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.

• Organizes work information to ensure accuracy and completeness.

• Executes routine tasks such as service requests, transactions, queries etc. within relevant service level agreements.

• Performs administrative tasks such as distributing/collecting/filing/etc. documentation and information.

• May function as a problem-solving resource for more junior staff.

• Provides accurate and timely processing of service requests, transactions, activities, etc. within relevant service level agreements and in accordance with established policies, processes and procedures.

• Provides accurate, consistent, knowledgeable responses to stakeholder questions and requests.

• Follows documented policies and procedures to execute day to day transactions, activities, processes and ensure all Service Level Agreements(SLAs) are met.

• Checks and reconciles information and documentation to ensure accuracy and completeness.

• Identifies and resolves discrepancies in accordance with standard procedures. Escalates issues, where necessary, as per guidelines.

• Data enters, reviews and verifies loan information and documentation for processing and/or further handling.

• Manages documentation to ensure that records are maintained in a proper manner.

• Communicates and collaborates with internal and external stakeholders in order to deliver on business objectives.

• Collaborates in development/implementation of new processes/systems and changes/improvements to existing systems and processes.

• Develops and maintains an understanding of the regulatory requirements and risks inherent in the operations to ensure appropriate actions are taken and operational integrity is maintained.

• Supports the development of tools and delivery of training focused on delivering business results.

• Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.

• Analyzes issues and determines next steps.

• Broader work or accountabilities may be assigned as needed.

• Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations. Qualifications:

• Typically between 2 - 3 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.

• Knowledge and experience using relevant systems and technology – Good.

• Knowledge and understanding of the business unit’s key products and services, processes and controls – Good.

• Knowledge of the risk and regulatory requirements of the business – Good.

• Prioritization skills – Good.

• PC skills (MS Word, Excel, PowerPoint) – Good.

• Specialized knowledge.

• Verbal & written communication skills - Good.

• Organization skills - Good.

• Collaboration & team skills - Good.

• Analytical and problem solving skills - Good.

Salary:

$41,500.00 - $65,500.00

Pay Type:

Salaried

The above represents BMO Financial Group’s 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 Group’s expected target for the first year in this position.

BMO Financial Group’s 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:

About 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. 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 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 View email address on click.appcast.io 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.