BMO U.S.

• Manage delinquent mortgage and loan accounts • Ensure foreclosure proceedings are initiated and tracked in a timely manner • Coordinate with legal teams, real estate agents, and internal departments • Prepare and review foreclosure documentation accurately • Maintain accurate records and provide regular updates to management • Monitor and manage overdue mortgage or loan accounts • Address complex escalated customer requests and transactions • Execute established loss mitigation processes for non-performing and high-risk accounts • Provide advice related to payments and overall collections strategies

• handle complex conversations with customers to understand their financial situation • educate customers on financial matters • make sound credit decisions • deploy tailored debt repayment offers • execute established loss mitigation processes • develop and maintain profitable customer relationships • probe to understand customer needs and provide advice

• Uses advanced analytical algorithms and technologies to mine and analyze large sets of structured and unstructured data to obtain insights • Designs and constructs new processes for modeling data • Develops predictive models and leverages big data technology to design solutions that deliver smarter business decisions, improve customer experience, and drive productivity • Collaborates with other data and analytics professionals and teams to optimize, refine, and scale analysis into mature analytics solutions • Provides specialized consulting, analytical and technical support

• Provides support and service for the Investment Operations function of BMO’s business stakeholders and customers. • Executes and delivers on Investment product and service processes ensuring adherence with financial and regulatory controls and operational guidelines. • Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do. • Ensures alignment between values and behaviour that fosters diversity and inclusion. • Regularly connects work to BMO’s purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through. • Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders. • Attracts, retains, and enables the career development of top talent. • Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance. • Acts as a trusted advisor to assigned business/group. • Influences and negotiates to achieve business objectives. • Recommends and implements solutions based on analysis of issues and implications for the business. • Identifies emerging issues and trends to inform decision-making. • Assists in the development of strategic plans. • Helps determine business priorities and best sequence for execution of business/group strategy. • Supports the execution of strategic initiatives in collaboration with internal and external stakeholders. • Communicates with internal business partners and external customers in response to standard and non-standard inquiries. • Designs and produces regular and ad-hoc reports, and dashboards. • Monitors and tracks performance, and addresses any issues. • Breaks down strategic problems, and analyses data and information to provide insights and recommendation. • Builds change management plans of varying scope and type; leads or participates in a variety of change management activities including readiness assessments, planning, stakeholder management, execution, evaluation, and sustainment of initiatives. • Leads or participates in defining the communication plan designed to positively influence or change behaviour; develops tailored messaging; and identifies appropriate distribution channels. • Develops and manages a business/group program. • Reviews the program for effectiveness, considers industry trends, and recommends enhancements; makes changes as required. • Employs systems (e.g. customized exception reports, tracking reports, etc.) to manage information. • Integrates information from multiple sources to enable more efficient processes, enhanced analysis, and/or streamlined reporting. • Fulfills routine and frequently non-routine transactions, responds to internal business partner and/or external customer inquiries / requests, and/or audit/reconciliation activities. • Analyzes and resolves complex issues in accordance with Bank and industry standards. • Acts as primary back-up to team members and as back-up to the manager. • Evaluates circumstances requiring exceptions and engages senior management for resolution. • May act as the day-to-day contact for vendors; supports the implementation, maintenance, and sustainment of vendor solutions. • Provides accurate and timely processing of transactions, activities, services, etc. to respond to stakeholder requests in compliance with regulatory and risk controls. • Provides accurate, consistent, and knowledgeable responses to internal/external stakeholder questions and requests. • Follows documented policies and procedures to execute day-to-day transactions, activities, processes and meet all Service Level Agreements (SLAs). • Checks and reconciles information and documentation to ensure accuracy and completeness. • Analyzes data and information to provide insights and recommendations. • Identifies and analyzes issues and problems and resolves in a timely manner or escalates as required. • Communicates and collaborates with internal and external stakeholders to deliver on business objectives. • Develops and maintains effective relationships with internal and external stakeholders to execute work and fulfill service delivery expectations. • Develops and maintains an understanding of the regulatory requirements and risks inherent in the operations to take appropriate actions and maintain operational integrity. • Collaborates in the development / implementation of new processes/systems and changes / improvements to existing systems and processes. • Supports the development of tools and delivery of training focused on delivering business results.

• Supports the execution of accurate and efficient daily pricing processes for fund valuation • Researches and analyses price movements, company news, corporate actions reports, market value reports to provide fair value prices • Works across BMO to deliver specific project/program results in alignment with overall group goals • Supports an efficient and effective fund valuation function which uses common information sources and practices, reduces ongoing costs, increases service level performance and minimizes risk • Provides input into the planning and implementation of daily pricing uploads/processes • Participates and provides input/support when fair value events occur • Supports the production of financial, regulatory, and management reporting requirements • Executes work to deliver timely, accurate, and efficient service for daily, monthly, quarterly and annual processes for reporting • Analyses data and information to provide financial, regulatory and related risk insights and recommendations • Supports the interpretation and definition of internal and external policies and regulatory requirements e.g. credit reporting • Ensures strong governance and effective controls across finance & accounting activities and information in accordance with enterprise standards • Provides attestation to the validity of financial results and highlight significant information including variances, trends, opportunities and exposures to their Manager • Provides information and support the process for internal (Corporate and SOX) and external audits • Gathers and formats data into regular and ad-hoc reports, and dashboards • Organizes work information to ensure accuracy and completeness • Thinks creatively and proposes new solutions • Exercises judgment to identify, diagnose, and solve problems within given rules • Works mostly independently

• Lead complex conversations with customers to understand their complete financial situation • Deploy tailored debt repayment offers • Educate customers on their financial situation • Make sound credit decisions for BMO and select appropriate treatment plans • Handle objections and adapt beyond call scripts when needed • Deliver exceptional customer service that builds trust • Develop rapport and maintain long-term relationships • Address complex escalated customer requests • Execute established loss mitigation processes for high risk accounts • Review accounts and analyze data to determine probability of collection

• Manage and provide guidance to the team on the development of highly scalable, flexible, and resilient cloud data platforms • Lead the design and implementation of enterprise AI/ML platforms • Drive the enablement of self-service data and AI capabilities • Enhance the capacity of the Cloud Data and AI Engineering team through hiring and training • Create and maintain a work environment that promotes client service and teamwork • Oversee the day-to-day work of the Cloud Data and AI Engineering team • Develop long- and short-term work plans to meet enterprise Cloud and Data goals • Provide consistent collaborative leadership with senior executives • Drive adherence to Agile methodologies

• Collaborates in the execution and maintenance of core Retail Investment processes within Virtual Connect. • Applies subject matter expertise to support process design, validation, and implementation activities. • Ensures processes adhere to established regulatory, compliance, and risk requirements. • Supports the documentation of processes, including procedures, process maps, and supporting materials. • Maintains process documentation to ensure accuracy, consistency, and alignment to actual execution. • Assists in testing activities for process and system changes. • Identifies gaps, issues, and inefficiencies and recommends improvements. • Supports implementation of process improvements including simplification and automation. • Tracks and monitors process performance metrics and supports reporting on KPIs. • Assists in root cause analysis to resolve process issues. • Works with stakeholders across Virtual Connect, Compliance, Risk, and Technology. • Supports change management and adoption activities. • Resolves process-related issues and ensures closure. • Contributes to continuous improvement through execution insights.

• Understand customer needs and provide wealth and investment-related sales and service • Advise customers on wealth and investment strategies and products • Fulfill sales and service activities for customers • Identify and make referrals to other business groups as needed • Make outbound calls to customers and seek opportunities to enhance customer experience • Stay abreast of consumer needs, industry trends, and best practices • Provide professional quality sales and service for customer inquiries • Achieve sales targets with focus on investment products • Manage transactional outcomes of customer contacts or refer to appropriate groups • Escalate complex or unresolved situations to senior managers

• Understands customer needs and provides wealth and investment-related sales and service to BMO customers or prospects. • Advises customers on wealth and investment strategies and products that meet customer’s objectives. • Fulfills sales and service activities for the customer in accordance with approved procedures. • Identifies and makes referrals to other business groups as needed. • May make outbound calls to customers and look proactively for opportunities to enhance customer experience by providing products that meet investment needs. • Stays abreast of consumer needs, industry trends and best practices, and the regulatory environment as it relates to the products and services provided. • Provides professional quality sales and service for customer and prospect inquiries, issues and requests. • Probes to understand customer needs and advises them through their unique investment needs. • Achieves sales targets with a focus on relevant investment products. • Manages all transactional outcomes of customer contacts or refers to appropriate internal business groups. • Escalates complex or unresolved customer situations to senior managers as required. • Performs any required documentation after completed customer interactions to ensure customer’s requests are accurately processed. • Maintains current knowledge of investment markets, practices, and trends and integrates into customer conversations in a professional manner. • Integrates marketing promotions and programs into customer conversations where appropriate. • Maintains the confidentiality of customer and Bank information. • Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering. • Adheres to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing reporting requirements, Financial Consumer Agency of Canada (FCAC) consumer provision requirements and Privacy Act provisions. • Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees. • Analyzes issues and determines next steps.