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Customer Service Representative

2 months ago

Ottawa, Ontario, Canada BMO Full time

Deliver exceptional customer service, identify customer needs, and provide financial solutions in a retail banking environment.

Job Title: Retail Banking Sales & Service Representative

Company: BMO Financial Group

Job Description:

As a Retail Banking Sales & Service Representative, you will be responsible for delivering exceptional customer service, identifying customer needs, and providing financial solutions in a retail banking environment. You will work collaboratively with colleagues and partners to deliver a seamless customer experience and achieve business objectives.

  • Identify customer needs and initiate referrals to colleagues.
  • Support customer requests for banking services, including handling transactions and supporting customers who visit the branch.
  • Welcome customers warmly and meet their banking service and transactional needs with seamless execution.
  • Offer advice and guidance on available digital and self-serve options to make banking easy, simple, and fast.
  • Review customer profiles and engage customers in a needs-based conversation to identify potential opportunities and address everyday banking plans and credit card needs.
  • Contribute to meeting branch business results and the customer experience.
  • Support operational activities, such as inventory management, escalated service requests, and following up on customer applications.
  • Manage, load, and reconcile cash transactions between treasury and various branch units.
  • Execute routine tasks within relevant service level agreements.
  • Act as a key member of a collaborative and versatile branch and market team.
  • Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations.
  • Organize work information to ensure accuracy and completeness.
  • Takes the initiative to find creative approaches that make each customer's experience feel personal.
  • Looks for ways to contribute to the ongoing improvement of the overall branch customer experience.
  • Contributes to business results and the overall experience delivered in the branch.
  • May work at multiple branches based on market needs; work schedule may differ from week to week in terms of days worked, hours, and shifts.
  • Follows through on risk and compliance processes and policies to ensure we safeguard our customers' assets, maintain their privacy, and act in their best interest.
  • Keeps current with the wider financial services marketplace, the legal and regulatory environment, and our commitment to uphold the highest ethical requirements of our industry.
  • Maintains current knowledge of personal banking products, practices, and trends and integrates into customer conversations.
  • Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
  • Complies with legal and regulatory requirements for the jurisdiction.
  • Protects the Bank's assets in compliance with all regulatory, legal, and ethical requirements.
  • Completes standardized tasks under supervision.
  • Performs initial problem solving within given rules/limits & escalates when required.
  • Broader work or accountabilities may be assigned as needed.

Qualifications:

  • No prior experience necessary; post-secondary degree or certification in related field of study is desirable.
  • High-level knowledge of personal, commercial and partner offers, and how each can best serve customers' individual needs.
  • Confident and experienced in the use of social media, tablets, smart phones, online tools, and applications.
  • Highly skilled at helping people who don't find digital applications intuitive to gain confidence in how to use them and to understand their benefits.
  • Projects a professional presence.
  • Basic knowledge of specialized sales and business banking solutions to refer to specialists.
  • Passionate commitment to helping customers.
  • A focus on delivering a personal experience to customers.
  • Resourceful self-starter with courage and confidence to approach customers.
  • Readiness to collaborate and work in different capacities as part of a team.
  • Strong interpersonal skills, including the ability to build rapport and connections with customers.
  • An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.
  • Basic knowledge learned on the job.
  • Verbal & written communication skills - Basic (in business environment).
  • Organization skills - Basic (in business environment).
  • Collaboration & team skills - Basic (in business environment).

Compensation:

The salary for this position is $44,000.00 per year. The pay type is Salaried.

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.

About BMO:

BMO Financial Group 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. We strive to help our customers reach their goals and make a positive impact in our communities.