Client Service Advisor

2 weeks ago

Vancouver, Canada BMO Financial Group Full time

595 Burrard Street Vancouver British Columbia,V7X 1L7

**The Commercial Client Advisor** will provide 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.
- Reviews similar activities of other clients in the same industry, providing assistance and guidance relative to industry best practices.
- Ensures that tickets are resolved and closed as per the client’s expectations and to their satisfaction.
- 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.
- Participates in audit and customer issues resolution, correct irregularities escalate as per established procedures.
- Identifies process improvement opportunities for better efficiency in meeting the needs of current clients.
- Shares any information with Management received while conducting client service business that would indicate a risk or an opportunity to the Bank.
- Provides input into the planning and implementation of operational programs.
- 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.
- 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. Cross functional accountabilities may be assigned as needed.

**Qualifications**:

- Typically between 3 - 5 years of relevant experience and post-secondary degree in related field of study 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 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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