Provides exceptional, daily operational service support to grow the Bank's market share and maximize profitability of client relationships. Ensures client problem resolution is prompt and effective, and that enhancement opportunities are identified and closed or referred during client service interactions. Typically meets client service needs through a pooled call center environment or a dedicated one-on-one relationship with sensitive, complex and/or top tiered clients.
Demonstrates an in-depth understanding of product and service, by providing needed information or directing clients to the appropriate source.
Coordinates and executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones.
Gathers and formats data into regular and ad-hoc reports, and dashboards.
Explores and identifies enhancements and cross-sell opportunities and bringing these opportunities to the appropriate line of business contact.
Actively listens to clients' concerns and diagnoses clients' service needs.
Facilitates timely client problem-resolution, engages cross-functional representatives or groups as appropriate.
Responds to client concerns in a professional manner to convey ownership, competence, respect for the client relationship.
Accurately documents client requests using the group's tracking systems.
Facilitates action to close gaps between client expectations and client experiences in the performance of the Bank and its products.
Applies consistent and timely follow ups to demonstrate a commitment to customer satisfaction and high standards of responsiveness.
Serves as an advocate for individual clients and escalating issues as necessary to facilitate the timely resolution of service problems.
Supports the development of tailored messaging, which may include writing, editing and distributing communications.
Tracks collection of client service fees
Collaborates with internal and external stakeholders in order to deliver on business objectives.
Executes work to deliver timely, accurate, and efficient service.
Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
Analyzes issues and determines next steps.
Broader work or accountabilities may be assigned as needed.
Qualifications:
Typically between 2 - 3 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.
If a Credit Qualifiable job, Credit Qualifications and associated credit knowledge and skills according to the established qualification standards.
Specialized knowledge.
Verbal & written communication skills - Good.
Organization skills - Good.
Collaboration & team skills - Good.
Analytical and problem solving skills - Good.
Provides daily operational service support and ensures the delivery of exceptional client experiences. Resolves client problems in a prompt and effective manner, while ensuring that enhancement opportunities are identified and addressed or referred during client service interactions.
Ensures that tickets are resolved per client's expectations
May be able to apply interest adjustments based on limits.
Tracks collection of client service fees.
Analyses client feedback, market trends, and competitive intelligence to provide actionable insights for strategic planning.
Identifies process improvements to meet client needs more efficiently.
Provides input into the planning and implementation of operational programs.
Participates in audit and customer issues resolution
corrects issues or escalates per guidelines.
Participates in audit and client issue resolution, addressing irregularities and driving corrective actions ensuring proper escalation per established procedures.
Implements high-impact service strategies that align with client business objectives, ensuring exceptional value and service delivery.
Presents strategic reports to management, outlining key client trends, opportunities, and potential risks, along with recommendations for growth and improvement.
Engages with clients to understand and diagnose service needs, ensuring concerns are addressed promptly and effectively.
Responds to and facilitates the resolution of client service requests.
Collects and analyzes client feedback to identify service gaps, enhance operational performance, and optimize client satisfaction.
Ensures all client interactions, documentation, and issue resolutions comply with bank policies, regulatory requirements, and internal controls.
Focus may be on a business/group.
Thinks creatively and proposes new solutions.
Exercises judgment to identify, diagnose, and solve problems within given rules.
Works mostly independently.
Broader work or accountabilities may be assigned as needed.
Qualifications:
3 - 5 years of relevant experience in Client Relationship, Financial Services or Service Excellence in a corporate or banking environment is preferred.
Bachelor's degree preferred; Business Administration, Finance or Marketing preferred. Any other related discipline or commensurate work experience considered.
Specialized knowledge from education and/or business experience.
Intermediate level of proficiency:
Product Knowledge
Regulatory Compliance
Data Analysis Reporting
Document Management
Microsoft Office
Problem-Solving
Collaboration
Detail-Oriented
Teamwork
Salary:
$54,000.00 - $99,600.00
Pay Type:
Salaried
The above represents BMO Financial Group's pay range and @type.
Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group's expected target for the first year in this position.
BMO Financial Group's total compensation package will vary based on the pay @type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards
About Us
At BMO 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 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://jobs.bmo.com/us/en
BMO is proud to be an equal employment opportunity employer. We evaluate applicants without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, transgender status, sexual stereo@types, age, status as a protected veteran, status as an individual with a disability, or any other legally protected characteristics. We also consider applicants with criminal histories, consistent with applicable federal, state and local law.
BMO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to BMOCareers.Support@bmo.com and let us know the nature of your request and your contact information.
Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.
