Account Servicing Analyst: Driving Operational Excellence

BMO; United States; On-site; USD 42,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Accident and life insurance

Retirement savings plans

Job summary

BMO U.S. is seeking a customer shared services professional to support day-to-day lending operations, including loan administration and account servicing.

You will collaborate with internal and external stakeholders to ensure timely, accurate, and compliant outcomes while meeting business objectives. The role involves risk management, process improvement, and reporting, with a focus on delivering strong customer and employee experiences.

Qualifications

• 3+ years of relevant experience and a post-secondary degree in a related field or equivalent combination of education and experience.
• Knowledge and experience using relevant systems and technology.
• Knowledge of lending operations, account servicing processes, controls, and customer service practices.
• Knowledge of operational risk and regulatory requirements.
• Strong organizational and prioritization skills.
• Strong PC skills, including Microsoft Excel, Word, PowerPoint, and Outlook.
• Excellent verbal and written communication skills.
• Strong collaboration and teamwork skills.
• Strong analytical, problem-solving, and critical-thinking skills.
• Ability to influence outcomes through effective communication and relationship management.

Responsibilities

• Provides advice and guidance to assigned business groups on operational processes and servicing activities.
• Supports the execution of strategic initiatives and projects in collaboration with internal and external stakeholders.
• Communicates with internal business partners and external customers to respond to standard and non-standard inquiries.
• Performs operational audits and reviews to identify trends, exceptions, process gaps, and opportunities for improvement.
• Reviews operational data and account information to identify trends, resolve issues, and support business decisions.
• Creates, maintains, and distributes regular and ad hoc reports and tracking tools.
• Supports change management activities associated with new processes, products, services, and system enhancements.
• Supports operational activities and service delivery to ensure timely, accurate, and compliant outcomes while meeting business objectives and service expectations.
• Investigates and resolves operational issues and discrepancies in accordance with established procedures.
• Serves as a resource for team members by sharing knowledge and supporting resolution of process-related questions.
• Participates in continuous improvement initiatives focused on enhancing quality, efficiency, controls, and customer experience.
• Provides accurate and timely processing of service requests, transactions, and account maintenance activities.
• Provides accurate, consistent, and knowledgeable responses to stakeholder questions and requests.
• Follows documented policies and procedures to ensure operational controls and service standards are maintained.
• Reviews and reconciles information and documentation to ensure accuracy, completeness, and compliance.
• Maintains documentation and records in accordance with business and regulatory requirements.
• Develops, updates, and maintains standard operating procedures, job aids, and other process documentation.
• Collaborates with stakeholders to identify and implement process improvements and workflow enhancements.
• Develops and maintains a strong understanding of regulatory requirements, operational risks, and internal controls.
• Supports onboarding, training, and knowledge-sharing activities across the team.
• Builds and maintains effective working relationships with internal and external stakeholders.
• Thinks creatively and proposes practical solutions to improve processes and outcomes.
• Exercise judgment to identify, diagnose, and resolve problems within established guidelines.
• Works independently while effectively managing competing priorities and deadlines.
• Additional responsibilities 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.

Skills

Analytical thinking

Problem-solving

Communication

Collaboration

Organizational skills

Prioritization

Influence

Education

Post-secondary degree

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Outlook

Job description

BMO U.S. is seeking a customer shared services professional to support day-to-day lending operations, including loan administration and account servicing.

You will collaborate with internal and external stakeholders to ensure timely, accurate, and compliant outcomes while meeting business objectives. The role involves risk management, process improvement, and reporting, with a focus on delivering strong customer and employee experiences.