Help Desk Analyst - Junior

Job Description: Position Title: Help Desk Analyst x 5
LOB: Treasury Payment Solutions
Est. Start Date: ASAP
Length of Contract: 6 months
Possibility of Extension?: Yes
Possibility of FTE?: Yes
Physical Working Location required: Meadowvale CCC 2465 Argentia Rd Mississauga ON - BMO
Is this role remote?: Remote however required to be available to work from the office - plan is to move to work from office once a week.
Hours of Operation: call center is open from 7:30am-7:30pm Monday-Friday 8 hour shifts- for the initial portion of the contract candidates will likely need to work the 11:30am-7:30pm shift though this can be changed over time.
Max Bill Rate hourly: 35.79/hr

MUST HAVE: Excellent communication skills as it is a call center type role.

Group Info: It is a large fun group of individuals new to the bank allowing these new individuals to fit right in! In addition to initial training ongoing opportunities for further learning are always available. The team consists of both English-only and Bilingual analysts as well.

Candidate Value Preposition CVP: This is a safe and fun environment for someone looking to orient themselves with the BMO realm and banking in general. It will allow them to flex their professional muscles and work on their customer service skills as well as improve their knowledge of BMO products/call center environments.

Daily Responsibilities:

Provide response to customer questions received via telephone calls callbacks emails and help desk requests.

Provide technical and production support for TM/FX/CC products and services including incident identification recording classification initial support investigation and diagnosis resolution and recovery incident closure ownership tracking monitoring and communication to ensure service levels are maintained.

Assist customers in trouble shooting and resolving issues during deployment and ongoing use of products services effectively diagnosing and working through complex problems with a high level of accuracy and with a focus on providing exceptional customer service.

Promote positive customer relations by consistently providing exceptional customer service and fostering trust and confidence by taking ownership of support issues providing friendly and accurate resolutions and diligently searching for solutions when the answer is unknown

Escalate issues that are beyond the level of expertise through the appropriate channels.

Maintain up-to-date knowledge and understanding of TPS products services processes and relevant legal regulatory and technology requirements

Monitor completion of all internal and external operational effectiveness/compliance requirements to manage risk within acceptable limits

Protect the Banks assets by adhering to all applicable regulations Policies and Procedures legal and ethical requirements process requirements established risk guidelines and regulation requirements.

Maintain the confidentiality of both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank Policies Procedures.
Follow security and safeguarding procedures in accordance with Bank policy for the prevention of loss due to fraud money laundering or defalcation identify and report suspicious and other reportable transactions or patterns of activity that are suspected to be related to money laundering.

Must Have Skills:

1-2 years of experience in a similar call center/customer service role fielding similar user-based issues including:
o Customers inability to sign into their accounts
o Resetting user passwords
o Tracking payments that have not parsed through
o Customers inability to locate the website/navigate the proper channels

Microsoft Office Suite particularly Outlook

Experience using Internet Explorer within a Windows 10 OS

Nice-to-Have Skills:

Previous experience in a call center environment

Familiarity with ticketing systems the one used in this role is relatively simple and easy to pick up

Knowledge of how to do remote access work is a nice bonus

Fluency in French is nice to have- note this is not a bilingual help desk role so this is not necessary for consideration

Soft Skills:

Excellent oral and written communication skills- this is arguably the TOP skill for this role

Excellent problem solving skills

Good phone manner customer service mentality

Positive attitude particularly evident over the phone

Patient particularly when fielding customer inquiries

Ability to thrive in a fast paced environment similar to this

Educational Requirements:

Post-secondary degree preferable

Interview Process:

One round Teams 30-45 minutes with HM and possibly an assistant manager