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Job Details

BMO Harris Bank

Client Digital Channels Support Specialist (R220002638_Chicago)

Computer and Mathematical



Full Time


Chicago, Illinois, United States


111 W Monroe - 115 S LaSalle

Job Family Group:


The Client Digital Channels Support Specialist is the product owner for our client facing internet application - Investment Online. This position has day-to-day responsibility for client support and satisfaction with the online. This includes the timely creation and dissemination of client ID/passwords, monitoring Outlook mailbox, phone support for customers for password resets, navigation issues and other user questions. Additionally, this position is responsible for creating reports and analyzing data to track and improve our client’s digital experience. The Client Digital Channels Support Specialist will also be responsible for supporting the needs of trust administrators to include the appropriate tools to perform their assigned functions. The Client Digital Channels Support Specialist will interact with trust administrators on a daily basis to triage and resolve issues.

Investment Online Product Owner Accountabilities:

Product owner for Investment Online and works with SEI on product releases, product issues, and product enhancements

Owns the relationships between BMO Private Bank Trust and Investment and the BMO Client Contact Center which provides first line password support to end clients that use Investment Online

Daily Telephone interaction with Private Bank clients as a second line escalation point of contact

Respond to internal general inquiries from Portfolio Managers and Account Administrators

Creation of client User IDs and passwords and imaging all supporting documentation

Primary contact for technical support for end client and internal users of Investment Online

Daily monitoring of Investment Online inbox and fax for new user set up request forms and questions from Portfolio Managers and Account Administrators

Identify inactive users for deletion

Reporting and tracking site outages and customer problems

Create monthly usage reports and distribute to management as well as reports for Portfolio Manager and Account Administrators to display client access

Online and e-Statement Analytics Accountabilities:

Create and run queries in Microsoft Access related to online and e-statement utilization and adoption

Provide Investment Online usage reports to the digital channels team for senior leadership reports

Run and analyze Microsoft Access queries to find data issues and trends to help improve the customer digital experience

Data reporting Accountabilities:

Run periodic control reports related to administrative process and controls to identify potential coding errors on trust accounting system

Build queries from data warehouse to support trust administrative process

Create ad hoc queries and reports from data warehouse for discipline heads, second line business partners, and senior level managers to support audits, reviews, and projects

Solution Center Support Specialist Accountabilities:

Act as expert resource for approximately 150 trust administrators on administrative platforms including trust accounting platform, administrative and review systems, and imaging

Research all platform related issues experienced by trust administrators and works to resolve them in a timely manner while monitoring trends to address systemic issues at root cause

Review platform procedures and processes with trust administrators when there is a question

Ensure all trust administration systems are available before the beginning of the business day and work with system vendor and technology support to resolve issues timely

Train new trust administrators on systems, procedures, controls, and workflows used to perform daily job responsibilities

Draft, coordinate, and distribute key communications for BMO Private Bank T&I employees to include holiday processing, end of year deadlines, and system downtimes and upgrades

Coordinate client mailings for investment and administrative matters (i.e. prospectus, regulatory changes, etc.)

This job profile is only to be used with approval from HR, as it is not part of a current Job Library.

We’re here to help

At BMO Harris Bank we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

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 [Register to View] .

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 N.A. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.