Small Business Specialist

2 weeks ago

Mississauga, Canada BMO Financial Group Full time

2465 Argentia Rd Mississauga Ontario,L5N 0B4

Monday-Saturday 8-8

Virtual Role

Understands customer needs and provides small business banking sales and service to BMO customers or prospects. Advises customers on small business banking strategies and products (including credit cards) that meet their objectives. Fulfills sales and service activities for the customer in accordance with approved procedures. Identifies and makes referrals to other business groups as needed.
- Provides advice and guidance to assigned business/group on implementation of solutions.
- Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
- Develops and executes short term tactics/plans to drive specific behaviours, activities, and results.
- Handles customer inquiries in an informed, professional, and efficient manner.
- Probes to understand customer needs and provide advice related to small business banking and credit card strategies that meet their objectives.
- Manages all transactional outcomes of customer calls or defers to appropriate internal business groups.
- Escalates complex or unresolved customer situations to senior managers as required.
- Performs any required documentation to ensure customer’s requests are accurately processed.
- Maintains current knowledge of personal banking and credit card industries, 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.
- 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**:

- 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.
- Knowledge of small business and credit card products.
- Knowledge of competitive marketplace and trends in product offerings.
- Knowledge of call centre technology, processes and metrics.
- Coaching skills - Working.
- Conflict Resolution - In-depth.
- Specialized knowledge from education and/or business experience.
- Verbal & written communication skills - In-depth.
- Collaboration & team skills - In-depth.
- Analytical and problem solving skills - In-depth.
- Influence skills - In-depth.

**We’re here to help**

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.

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