Senior Service Representative - 38 hours - Palos Heights, IL

The Sr. ServiceRepresentative will participate in promoting initiatives that define greatcustomer experience. Will support the service team (Service Representatives)including development, coaching, training, projects as assigned, monitoring ofwork, and support to branch management with day to day administration ofbanking operations around responsibilities performed by the service team. TheSr. Service Representative will also act as a back up to the Service Manager onan "as needed basis."
As a high performing teammember of the Retail Banking team, the Sr. Service Representative will alsocreate a positive image of the bank in the minds of customers by deliveringefficient, professional & timely customer service in the performance of avariety of banking services and special customer service transactions. The Sr.Service Representative is also accountable for referring prospects to team membersto deliver clarity (simplicity, guidance, and know-how) to our customers.
The Sr. ServiceRepresentative will help make things convenient for customers by informingcustomers about the options available (Online, Mobile, ATM, etc.) to dorelevant banking activities and transactions, and by helping educate customerson how to conduct simple transactions through digital/self-servicetechnologies.
Key Accountabilities
A. Service Team Performance
B. Superior Customer Service that Defines GreatCustomer Experience
C. Product Knowledge and Referral Development(Simplicity, Guidance, and Know-How)
D. Risk Management
A. Service Team Performance
Participatesin providing support for service team (Service Representatives) as neededincluding goal setting, development planning, training, and coaching.
Trainsand coaches service team as needed insuring staff possesses necessary skills tounderstand and execute transactions and proactive in offering suggestions andoptions.
AssistsService Manager with maintaining and monitoring daily schedules/assignments,vacations and other operational scheduling.
Participatesin team building, and training relative to all operational and sales policiesand procedures, problem solving and sensitive customer relations issues.
EnsuresService Representatives provide customers with professional and courteousservice
Completesall daily responsibilities of the Service Manager in his/her absence.
Ensuresall service representatives adhere to all policies, procedures, and directives.
B. Superior Customer Service
Providesprofessional and courteous service in providing a wide variety of day-to-dayand special service customer transactions.
Supportsbank management with administration of branch operations, including completionof audits, maintaining joint custody and processing of internal entries.
Supportsprofessional bank image by ensuring care for the branch environment andprofessional appearance of Service Representative staff.
Attendsand participates in branch meetings as appropriate and assigned.
Performsadditional duties as assigned.
C. Product Knowledge and Referral Development
Identifiescustomer needs and matches needs with appropriate product or service, utilizingopportunities to suggest or cross-sell other bank products and services.
Makesqualified referrals to other team members including other lines of business.
Meetsor exceeds all personal referral goals as defined.
Participatesin all training relative to bank products and services.
Supportsbank's community involvement and participates in community activities asrequired.
Staycurrent on BMO Harris digital banking capabilities. Inform and help educatecustomers on how to complete basic activities using digital banking andself-service technologies. Refer customers to Retail Relationship Banker fordigital demos, enrollment, and activation where appropriate.
D. Risk Management
Identifiesrisks associated with regulatory compliance, overdraft authority and banksecrecy act
Adheresto all bank policies, directives and procedures.
Ensuresall necessary documentation is completed for all transactions.
Maintainscash supply at each service representatives' window, vault and oversee vaultsecurity and teller alarm equipment.
Ensures all security measures are followed.
Knowledge & Skills
Personal bank products and services, commercial deposit products
Financial compliance, sales experience a plus
Education Minimum: High school diploma or equivalent
Experience Minimum 2 ? 4 years of teller or related work experience
Bank Secrecy Act (BSA) experience
Tech Savviness:
Comfortable using, advising on, and engaging customers in digital and other innovative forms of banking.
Openness and Adaptability to change:
Ability to adapt to rapid advancements in technology, and the changing nature of the banking environment. Open to learning and adopting new technology and/or ways of working.
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.

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