Customer Service Representative

5 months ago

Dartmouth, Canada BMO Financial Group Full time

21 Mic Mac Mall Blvd, #140A Dartmouth Nova Scotia,B3A 4T4

You have a passion for helping others. As a Customer Service Representative, you will support customer requests related to banking services including handling transactions and supporting customers who walk into the branch.

By proactively identifying customer needs and initiating referrals to appropriate team members, you will contribute to the results and the overall experience delivered in the branch. You will look for ways to contribute to the ongoing improvement of the overall branch customer experience.

Key Accountabilities:

- Be a key member of a collaborative and versatile branch & market team
- Welcome warmly customers & meet their banking service needs including transactions, with seamless execution
- Offer advice and guidance on the digital and self-serve options available with the goal of making it easy, simple and fast to bank with BMO
- Review the customer profile and engage customers in a needs based conversation to identify potential opportunities and address every day banking plans and credit card needs
- Initiate referrals to the appropriate team member to ensure that BMO is able to address all of the customer needs
- Take the initiative and find creative approaches to make each customers experience feel personal
- Independently manage, load & reconcile cash transactions between treasury and various branch units (e.g., CRU, etc)
- Follow through on the risk and compliance processes and policies to ensure we safeguard our customers assets, maintain their privacy, act in their best interests, and ensure an effectively run branch
- Protect the Bank's assets and comply with all regulatory, legal and ethical requirements

What were looking for:

- Passionate commitment to helping our customers
- Basic knowledge of specialized sales and business banking solutions to refer to specialists
- 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

Focus:

- Spends up to 100% of time on conversations and requests related to banking services, including handling transactions and supporting customers who walk into the branch.
- May also spend a small amount of time providing operational support for the branch when customer traffic is light

**Skills**:

- Projects a professional presence; proactively engages customers in complete conversations about their personal banking needs; listens actively to understand customer needs, clearly explains potential solutions and their benefit to the customer
- Is collaborative, enjoys helping others and being part of a team
- Identifies opportunities for referrals and makes smooth hand offs to partners in BMO FG

Knowledge:

- High school diploma or equivalent work experience
- Completion of internal BMO training program, including customer experience and conversation training.
- High-level knowledge of personal, commercial and partner offers, and how each can best serve customers individual needs

Digital Leadership:
**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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