BMO Financial Group Commercial Banking Service Associate in Minneapolis, Minnesota
The Commercial Banking Service Associate (CBSA) is accountable to deliver high quality customer service for treasury and lending product clients. Acting as the primary go to person for the customer, the CBSA develops an understanding of the Commercial Bank clients, their businesses and the Bank products to answer questions and resolve often complex issues as necessary to limit the relationship managers involvement on day to day client needs. The Commercial Bank client base consists of companies with revenues of anywhere from $20MM to over $500MM. Typically the clients needs are complex and are satisfied with customized solutions.
Much of the CBSAs time is spent interfacing with Client management such as CFO, Treasurer or controllers and may include interactions with various C-suite level leaders. Additionally, the CBSA regularly interacts with internal stakeholders such as CCLO, TTPS, Credit Risk, Operational Risk and Finance. Working with the Support Manager, this person uses their substantial expertise in bank processes and systems to refine and develop process and procedures as changes are made in related areas. The incumbent will act as a go to person for Commercial Banking Service Representatives (CBSR), providing operational leadership and coaching on as needed basis.
The CBSA also provides business development support to the Commercial Account Management Team (AM), and the Commercial Banking Leadership, by effectively compiling and understanding information needed in sales related (credit, investment and payments) activities, and performing other service related activities that will help to establish, maintain and enhance strong customer relationships. As new products and services are developed, the CBSA will help determine impact on the employees, customers, and Banks risk and recommend appropriate procedures and policies to manage these accordingly.
Sales and Service
Act timely, efficiently and independently, taking ownership of customer satisfaction by identifying needs, gathering information and problem solving tactfully and effectively in accordance with Bank Policies and Procedures, leveraging resources throughout the BMO enterprise, and escalating issues only when necessary. Assist lending account management team with complex customer related issues such as Letters of Credit issuances and lending facilities. Acting as coordinator between lending team and CCLO activities.
Process transactions accurately and within specified timeframes, in accordance with Bank Policies and Procedures and applicable legislative/regulatory requirements, to effectively and efficiently support and sustain exemplary customer sales and service Provide proactive friendly, courteous, knowledgeable and professional customer service, based on in depth system and procedure knowledge. Maintain customer records in an organized fashion, ensuring information is documented and up-to-date and presented in a manner that maximizes the use of Bank technology Assist Account Management team to collect required documentation for new or amended loans, working in conjunction with CCLO. Monitor to ensure documents are appropriately logged and filed in accordance with bank procedures.
Facilitate Lending team with DandB searches for commercial clients and Credit Bureau reports with individual guarantors
Establish effective relationships with internal partners to lead collaboration that will assist AM in executing sales and referral opportunities, and in acquiring, retaining and expanding profitable Commercial relationships
Proactively identify referral opportunities based on a detailed understanding of the customer business providing recommendations to AM and, as appropriate making the contact and following up to ensure customer satisfaction
Provide day to day operational leadership and coaching to the CBSRs.
Identify opportunities for service or product enhancements in order to provide an exceptional customer experience to the customer relationship Assist Account Management with research or materials related to sales and marketing activities as appropriate to ensure an effective use of the teams time and an optimal customer experience
Pull financial reports and have ability to interpret results.
Coordinate client fee billing for third party vendor charges.
Participate in product change management initiatives, such as recent OLBB and other TPS products.
Effective processes and reporting specific to the business segment for any regulatory remediation activities.
Provide first line assistance on document exception and maturity report research, obtaining missing information, getting documents processed in Bank systems and storing per required standards. Daily, pull and review overdrawn account reports and actively investigate, recommend actions and ensure required approvals, within internal timeframes as prescribed. Generate weekly overdraft reports to evaluate problematic trends in overdrawn accounts; escalate to Credit as defined in directives; ensure that documentation is stored according to compliance directives.
Understand and comply with all regulatory and compliance, legal and ethical and process requirements and established risk guidelines, including but not limited to Anti-Money Laundering and Terrorist Finance Reporting and Privacy Act - Provisions, in accordance with Bank Policies and Procedures, Identify, record and advise AM of any potential risk issues and recommend workflow and administrative process alternatives to improve efficiencies and customer service Assist AM in resolving audit and customer issues, ensuring irregularities are corrected, and provide timely, effective problem resolution, escalating customer issues per established processes
We’re here to help
At BMO Harris Bank we have a shared purpose; we put the customer at the center of everything we do – helping people is in our DNA. For 200 years we have thought about the future—the future of our customers, our communities and our people. We help our customers and our communities by working together, innovating and pushing boundaries to bring them our very best every day. Together we’re changing the way people think about a bank.
As a member of the BMO Harris Bank 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://bmoharriscareers.com .
BMO Harris Bank 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 Harris Bank is an Equal Opportunity Employer for all, inclusive of Minorities, Women, Veterans, and Persons with Disabilities.