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Associate, Business Banking Client Services

2 months ago

Brossard, Quebec, Canada BMO Full time

Job Title: Commercial Sales & Service Representative

About the Role:

We are seeking a highly skilled and motivated Commercial Sales & Service Representative to join our team. As a key member of our sales team, you will be responsible for providing exceptional customer service and support to grow our market share and maximize profitability of client relationships.

Key Responsibilities:

  • Provide daily operational service support to grow the Bank's market share and maximize profitability of client relationships.
  • Ensure client problem resolution is prompt and effective, and that enhancement opportunities are identified and closed or referred during client service interactions.
  • Meet client service needs through a pooled call center environment or a dedicated one-on-one relationship with sensitive, complex, and/or top-tiered clients.
  • Coordinate and execute specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones.
  • Collaborate with internal and external stakeholders to deliver on business objectives.
  • Gather and format data into regular and ad-hoc reports, and dashboards.
  • Accurately document client requests using tracking systems.
  • Support change management of varying scope and type; tasks typically focused on execution and sustainment activities.
  • Support the development of tailored messaging, which may include writing, editing and distributing communications.
  • Provide in-depth understanding of product and service capabilities by providing needed information or directing clients to the appropriate source.
  • Track the collection of client service fees.
  • Execute work to deliver timely, accurate, and efficient service.
  • Actively listen to client concerns to diagnose client service needs.
  • Facilitate timely client problem-resolution, and engage cross-functional representatives or groups, as appropriate.
  • Respond to client concerns in a professional manner that conveys ownership, competence, respect, the value of the client relationship and meets standards.
  • Facilitate actions that close gaps between client expectations and experiences in the performance of the Bank and its products.
  • Serve as an advocate for individual clients and escalate service problems to facilitate timely resolution.
  • Explore and identify enhancements and cross-sell opportunities to bring forward to appropriate lines of business.
  • Complete complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
  • Analyze issues and determine next steps.

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.
  • Strong oral and written communication skills.
  • Ability to work in a fast-paced environment that requires handling various tasks and priorities concurrently.
  • Bilingual a plus.
  • Knowledge of BMO banking products - In-depth.
  • Knowledge of customer escalation processes/practices - In-depth.
  • Specialized knowledge.
  • Verbal & written communication skills - Good.
  • Organization skills - Good.
  • Collaboration & team skills - Good.
  • Analytical and problem-solving skills - Good.

About BMO:

BMO Financial Group is a leading financial institution with a commitment to delivering exceptional customer service and support. 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.

What We Offer:

We offer a comprehensive compensation package, including a competitive salary, performance-based incentives, discretionary bonuses, and other perks and rewards. We also offer health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans.