BMO Financial Group Spécialiste service 1 in Quebec, Canada


Full time position, permanent

Schedule: Monday to Friday, 8:30am to 5pm

Location: Place Bonaventure, 800 de la Gauchetiere W., Montreal

Department: Retail Lending and Mortgages


Provide specialized support and service in a specific function/ technology where complexity is deemed to be medium to high and where errors may be costly.Analyze more complex, non-routine business issues, procedures, products and processes, ensuring financial and regulatory controls, and provide guidance and resolution of issues.

Act as subject matter expert (SME) for area of expertise including review of any lending related topics or processes.Advise on resolution of more complex transactions and act as a point of escalation.Operate within a highly regulated external environment and ensure sound management of significant financial risk associated with the transactions under management.This role focuses on up to a six-month time horizon.



  1. Product & Process
  2. Risk & Control
  3. Change Management
  4. Financial Management
  5. Business Performance Management


  1. Product & Process
  • Process and/or fulfill transactions, perform audit/ reconciliation activities and/or other activities in accordance with established priorities and deadlines on a timely, accurate and efficient basis.

  • Resolve discrepancies/ exceptions that frequently deal with non-routine situations, requiring further analysis.

  • Responsible to action critical or rush process and/or fulfillment transactions ensuring accuracy, complete and timely delivery.

  • Investigate and resolve or make recommendations to more senior team members on more complex, non-routine issues relating to internal business partner and/or external customer inquiries or requests, business process efficiency and quality control within established procedures.

  • Identify business processes, efficiency and control issues in timely fashion and escalate unusual issues to senior team members.Resolve more complex exceptions referred from more junior team members, as appropriate.

  • Conduct analysis for change or business initiatives, using specialized product or process knowledge or specialized program expertise.May be accountable for documenting business requirements or providing input to conversion and implementation strategy plan.

  • Assist in building relationships with internal business partners, as appropriate, through daily interaction.Partner with other operational areas to ensure delivery of timely, quality and efficient processing activities.

  • Provide information/ communication/ solutions (both written and verbal) to senior team members and/or management.

  • Provide advice to internal business partners and peers to support the completion of a process or activity within established procedures.

  • Provide input and analysis into the continuous improvement of business processes and procedures within the scope of the work team, and participate in the planning, testing and implementation of projects and new/ revised products/ services or processes.

  • Complete routine credit activities relative to financing applications, which may include preparation, registration and follow-up of security documentation.

  • Prepare documentation and forward to the appropriate partner ensuring satisfactory fulfillment of the application.

  • Verify all terms and conditions are obtained, are acceptable and validate where required escalating Business for Self applications for income validation.

  1. Risk & Control
  • Escalate issues that require resolution by the manager, as per guidelines.

  • Identify potential risk situations/ impacts, and make recommendations or escalate to the manager.

  • Review transactions and requests for compliance with regulatory and Bank requirements, as required.

  • Provide information for regulatory reporting and audit queries.

  • Ensure all appropriate authorizations/ approvals are obtained in accordance with policies and controls.

  • Ensure adherence to all aspects of FirstPrinciples, Our Code of Business Conduct and Ethics Corporate Policy, as well as all applicable legislation, regulatory rules and requirements, and Bank standards, policies and procedures (P&Ps) for such things as potential conflicts of interest, safeguarding of customer information, trading in securities, anti-money laundering, privacy and disclosure of outside business activities.

  • Ensure strict confidentiality is maintained for both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank P&Ps.

  • Follow security and safeguarding procedures and apply appropriate due diligence in accordance with Bank policy for the prevention of loss due to such things as fraud or defalcation.

  • Protect the Bank’s assets and maintain the quality of the lending portfolio by adhering to all lending regulations, Policies and Procedures, legal and ethical requirements, bank guidelines and lending process requirements including thorough investigation and credit due diligence.

  • Manage risk and minimize losses through monitoring and control reports, and credit bureau review, ensuring compliance requirements, audits and verifications are completed in accordance with Bank Policies & Procedures and regulatory, legal and ethical requirements.

  • Advocate the ‘Our Approach to Risk Management’ framework to protect the Bank's assets and maintain the quality of the lending portfolio by ensuring adherence to:

  • Relevant product and risk management policies and procedures

  • The Bank’s lending philosophy which is premised on the judicious of the 5 C’s of credit

  • established yield, quality, diversification and risk guidelines

  • Comply with all regulatory, legal and ethical requirements

  1. Change Management
  • Not applicable.
  1. Financial Management
  • Not applicable.
  1. Business Performance Management
  • Provide coaching and training to team members as required.

  • Monitor service delivery performance, production processes and quality, providing reports to the manager for the purpose of optimizing operational effectiveness.

  • Deliver exceptional customer service that builds trust through responsive, accurate, consistent, knowledgeable and available services and support.

  • Align individual performance goals to team and organizational goals.

  • Demonstrate behaviours that are consistent with “Our Way” model and aligned with BMO values.


This role has the authority to:

  • Support our business partners and external customers by utilizing credit qualifications without limits to support PDL reviews as well as residential real estate secured loans within established processes. The Mortgage Specialist team is not authorized to exercise unilateral credit limits however will use their lending qualification (without limits)for fulfillment purposes only and to comply with policy as related to lender discretion, appraisal review and validation of supporting documentation to meet terms and conditions.

  • as First Line of Defense in the Enterprise Risk Management 3 Lines of Defense Model, ensure accurate data entry and recommend only applications deemed suitable business opportunities and within the bank’s risk appetite

  • Troubleshoot/ resolve operations issues independently as per Letter of Authority/ authority levels following established guidelines and procedures.Maintain appropriate audit trails.

  • Problem-solve escalated issues, including more complex exceptions referred from others.

  • Escalate all unresolved processing issues to the appropriate level, as per guidelines, including system, software and hardware failures.

  • Prioritize work in accordance with policy and severity of service impact to minimize financial/ customer impacts.Change work plans within pre-determined deadlines.

  • Act as SME for area of expertise.Provide advice in the completion of processes within established guidelines and procedures.

  • Ensure receipt of appropriate approvals/ authorizations in accordance with P&Ps and controls.

  • Exercise credit qualification without limits as required in support of PDL reviews or Mortgage Specialist support functions within established processes.



  • Team members

  • Other PO business units and lines of business (internal support groups/ business partners) re operational and customer service issues, projects, change implementation or system recoveries

  • P&C Branch,Specialized Sales Force & Underwriters

  • Daily support and assistance to lines of business, most scheduled but can be on demand

  • Operations support groups re system recoveries and implementations

  • Provide information to senior team members and/or manager, and advise internal business partners and peers

  • Governance areas such as Corporate Compliance and Legal to resolve sensitive customer issues and liaise with Corporate Compliance and Legal areas regarding regulatory changes


  • Suppliers, service providers and external customers

  • Regulatory agencies

  • Other financial institutions re processing issues


This job has direct or indirect impacton the following:

  • Contributes to customer confidence and satisfaction by ensuring more complex transactions are processed and more complex non-routine business issues are resolved accurately and on a timely basis.

  • Contributes to customer retention by ensuring service quality in processing transactions and resolving escalated issues.

  • Contributes to Bank financial performance by responding on a timely basis to changing operating conditions so as tomitigate financial penalties and costs; also ensures an appropriate balance between customer service and costs to minimize loss of revenue or customer dissatisfaction.

  • Contributes to the mitigation of reputational risk and financial loss against such things as fraud, defalcation and/or financial penalties by ensuring compliance with Bank P&Ps and regulatory requirements.

  • Contributes to the mitigation of costs/ impacts associated with human errors by supporting the proper coaching and training of others.

  • High volume and/or high risk environment with strict timeframes that are time sensitive and subject to large penalties if timelines are missed.



  1. Knowledge:
  • University degree/college diploma or equivalent work experience

  • 3 to 5 years of related experience

  • Good knowledge of all operating processes and supporting applications and policies

  • Working knowledge of Personal Loan documentation and registrations

  • Working knowledge of all personal lending processes and supporting policies

  • Credit qualified without Personal limits – ALD qualified

  • Solid knowledge and experience with the Bank’s Customer Connect/Optimizer systems

  • Good knowledge of standard desktop applications used by the business unit

  • Strong knowledge and understanding of the business unit’s key products and services, processes and controls

  • Strong understanding of the business unit’s risk and regulatory requirements

  • Good knowledge of departmental systems and applications

  1. Skills:
  • Strong analytical and problem-solving skills

  • Strong investigation skills

  • Strong prioritization skills

  • Strong organizational skills

  • Strong customer service and relationship management skills

  • Good change leadership skills

  • Good coaching and training skills

  • Strong written and oral communication skills

  • Ability to multi-task in a fast-paced environment

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 .

BMO Financial Group is committed to an inclusive, equitable and accessible workplace. By embracing diversity, we gain strength through our people and our perspectives. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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