(XO-346) Business Support Analyst II

(XO-346) Business Support Analyst II

26 Aug

26 Aug



Job Family Group

:Customer Shared Services

This role is focused on providing support to branch lenders throughout the personal lending process. Ideal candidates will be experienced lenders with personal lending qualifications.

Permanent, 37.5h per week

Sched ule on a rotation basis : Monday, Tuesday and Wednesday between 8am and 8pm, Thursday and Friday between 8am and 9pm and Saturdays 9am and 5 pm .

Location: 129 St.Jacques W., Montreal


The Business Support Analyst delivers exceptional effortless service and support (first call resolution) to our branch colleagues across Canada through high quality guidance to known policy and process solutions.

A successful Business Support Analyst is driven by a passion for:

- helping others succeed

- providing effortless customer experiences

- sharing subject matter expert level product and branch operational knowledge and

- solving problems with emphasis on root cause analysis and early problem identification


- Provides effortless customer experiences by taking ownership of the branch callers’ issue, relieving their stress while guiding them to a resolution.

- Provides first-level business support by providing guidance on:

- Bank policies, procedures and guidelines, including interpretation/clarification when necessary

- Branch operations, products and services

- Navigation of related system applications

- Resolves call at first point of contact, but when the solution is unknown or cannot be found, will escalate accordingly

- Provides support in the handling of questions by evaluating exceptions, operational risk and/or resolution of errors or delays

- Shares insights with peers and management in order to continuously improve how our work gets done, increases productivity and achieves individual and team performance goals

- Understands and follows regulatory and compliance procedures

- Support customers in English and French



- Excellent problem solving and troubleshooting skills to allow efficient and effective problem identification and application of appropriate solutions

- Self-motivated and goal-oriented, capable of working in a fast paced and changing environment

- Advanced listening and probing skills

- Possess strong verbal communication skills

- Strong organization and multi-tasking skills

- Excellent understanding of compliance and risk issues


- Minimum 3- 5 years previous experience with BMO

- Strong knowledge and understanding of the Lending products and processes/LPGs

- Lending qualifications (ALD/ UDL qualified)

- Knowledge of CFS, CCAPS, BBX, Business Connect and NCCS

- Preferred candidates will have BMO Branch Lending experience as Personal Banker or Assistant Branch Manager, or other relevant branch experience

The original job offer can be found in Kit Job:

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