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Job Description

Bilingual Compliance Analyst

Rate TBD
Location Toronto, ON Canada (On-site)
Type of project Business consulting & Finance, Writing/Translation Business Analysis, Risk Management, Translation: English, Translation: French
Duration 6- months contract ongoing
Education required College/University
Years of experience 2 - 5 years
Type of employment N/A
Area of Specialization Other
Languages required N/A
Workhoppers Toronto ON
Company Overview

Job Description

Our Financial Group is currently sourcing for a Bilingual Compliance Analyst position-

A Senior Quality Control & Compliance Analyst drives engagement, customer loyalty, and growth through quality testing (e.g. call monitoring, alert decisioning reviews). The Analyst ensures work performed by Operations meet anticipated outcomes, to provide assurance to both internal and external stakeholders (management, customers, government agencies, regulators, certifiers, and third parties). The Analyst will also be able to identify and provide recommendations on existing processes and procedures.

Here are some of the key requirements and responsibilities included in this role:

RESPONSIBILITIES INCLUDE (but are not limited to):

• Monitors inbound and/or outbound calls to assess quality, compliance and/or customer service opportunities.
• Acts as a trusted advisor to assigned business/group.
• Influences and negotiates to achieve business objectives.
• Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
• Helps determine business priorities and best sequence for execution of business/group strategy.
• Conducts independent analysis and assessment to resolve strategic issues.
• Builds effective relationships with internal/external stakeholders.
• Ensures alignment between stakeholders.
• May conduct audits to support internal stakeholders.
• Oversees and provides regulatory expertise to the team of call quality specialists and call monitors.
• Supports the development and promotion of a business/group program.
• Provides input into the planning and implementation of operational programs.
• Participates in the design, implementation and management of core business/group processes.
• Monitors and reviews calls in detail. Consistently applies quality and compliance assessments to calls using established and documented processes and procedures.
• Tracks operational performance, KPIs and best practices metrics and measures.
• Gathers and formats data into regular and ad-hoc reports, and dashboards and provides reports to management to action.
• Analyzes data and information to provide insights and recommendations.
• Identifies coaching insights and opportunities. Provides information to management regarding opportunities for coaching and training of employees to improve handling of calls.
• Completes non-compliance reports as required. Escalates high risk issues, behaviors or trends to management for corrective/remedial action as required.
• Collaborates with internal and external stakeholders in order to deliver on business objectives.
• Supports the development of tools and delivery of training focused on delivering business results.
• Provides recommendations to improve the effectiveness of the call quality review process while maintaining cost effectiveness.
• Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.
• Executes work to deliver timely, accurate, and efficient service.
• Organizes work information to ensure accuracy and completeness.
• Develops knowledge related to specialty (i.e. systems/policies/processes/procedures, as appropriate).
• Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently on a range of complex tasks, which may include unique situations.
• Broader work or accountabilities may be assigned as needed.


Bilingual (English and French): 4 years (Required)Fraud Analysis: 4 years (Required)Risk & Regulatory Exposure: 4 years (Required)MS Office: 4 years (Required)


Post-Secondary Degree in Related Field

Specific schedule:
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-November 5, 2021


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