Specialist, Credit Card Lending

2 weeks ago

Ontario, Canada BMO Financial Group Full time

VIRTUAL(R)59 - HomeRes - ON - BMO XXXXX Ontario,X0X 0X0

**Mandate**

**ACCOUNTABILITIES**

**90% Sales and Service**:

- Provide exceptional sales and service to BMO customers or prospects by handling incoming calls to the NACCC in an informed, professional and efficient manner.
- Probe to understand client needs and provide advice related to cards lending strategies that meet the clients objectives and manage all transactional outcomes of the call in a professional and accurate manner (e.g., complete any relevant administration requirements).
- Identify opportunities to make qualified referrals to other groups within the NACCC as identified within the NACCC to ensure that client needs are met.
- Process customer requests, following established processes including generating service requests in order to complete financial and non-financial transactions, accurately, within specified time frames and in accordance with Bank policies and procedures
- Proactively address and resolve any customer issue or concern presented in an incoming call. This may include investigating in BMO systems to understand the underlying root cause and escalate as required to resolve the customer concern. Escalate complex or unresolved escalated customer situations to the Assistant Manager/Manager as required.
- Follow all BMO policies and procedures during customer calls in order to minimize risk to the business and provide the customer with appropriate information as per established regulations. Perform any required documentation after the call is completed to ensure an accurate processing of any client request.
- Maintain current knowledge of the banking industry, practices and trends and integrate into client conversations in a professional manner.
- Use applicable technology and tools to facilitate an effective conversation with the customer and drive appropriate business results.
- Integrate marketing promotions and programs into the customer conversation where appropriate to demonstrate added value to the customer, completing any necessary administration, as appropriate

**10% Operational Effectiveness**:

- Identify process improvement opportunities to increase efficiency and effectiveness of team and still maintain an exceptional level of service to the customer. Make recommendations to the Assistant Manager/Manager.
- Protect BMO assets by adhering to all applicable personal banking, commercial banking, investment and lending regulations, policies and procedures, regulatory requirements, process requirements and established risk guidelines.
- Maintain the confidentiality of both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank policies and procedures
- Follow security and safeguarding procedures in accordance with Bank P&P for the prevention of loss due to fraud, money laundering or defalcation; identify and report suspicious and other reportable transactions or patterns of activity that are suspected to be related to money laundering.
- Understand regulatory and compliance requirements that include, but are not limited to, Anti-Money Laundering and Terrorist Financing reporting requirements, Financial Consumer Agency of Canada (FCAC) consumer provision requirements and Privacy Act provisions, in accordance with Bank policies and procedures; take appropriate action.
- Understand risks and take appropriate actions as they relate to cards lending products, including all documentation, and any other requirements to maintain operational integrity within BMO Direct Banking and BMO Financial Group.

**Authorities**:

- Authority to use and access confidential information related to customer information, product and financial information.
- Authority to respond to day-to-day queries on transactions, product knowledge, processes, and technology providing accurate and complete direction and guidance.

**Scope and Impact**:

- Average Speed of Answer for telephone inquiries as per Contact Centre objectives.
- Average Handle Time for telephone inquiries as per Contact Centre objectives
- Performance Target for quality and needs-based sales as per Contact Centre objectives

**Knowledge**:

- Completed high school education, or equivalent work experience
- Credit Qualified with Limits
- Knowledge of the cards lending process
- Knowledge of Credit Cards products & Services and loan documentation
- Knowledge of competitive market place and trends in product offerings
- Knowledge and understanding of cards lending technologies
- Good knowledge of call center technology, processes and metrics

**Skills**:

- Communication skills (verbal & written) (In-depth)
- Proven conflict resolution skills (Working)
- Organizational awareness (Basic)
- Some success working in a similar and/or related sales & service environment (Basic)
- Some understanding of Risk Management & Compliance (Basic)

**Were here to help**

At BMO we have a shared purpose; we put the customer at the center of everything w

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