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Customer Service Representative

2 months ago

Kirkland, Quebec, Canada BMO Full time
About the Role

We are seeking a highly motivated and customer-focused individual to join our team as a Personal Banker. As a key member of our branch team, you will be responsible for delivering exceptional service to our customers and prospects, identifying their financial needs, and providing advice and guidance on financial solutions that meet their needs.

Key Responsibilities
  • Proactively engage with existing customers and prospects to grow loyalty and identify immediate and future opportunities.
  • Engage customers to complete needs assessments that identify financial solutions and preferred banking channels, and recommend tailored solutions addressing both sales and service needs.
  • Offer clients advice and guidance on available digital and self-serve options to make banking easy, simple, and fast.
  • Support customer transactions needs based on customer traffic.
  • Engage customers to grow BMO's business by reaching out, generating appointments, and building new relationships within the community.
  • Address questions and resolve issues raised through consumer credit audits and quality checks to ensure accurate data entry and lending application recommendations in compliance with legal and regulatory requirements and lending policies and processes.
  • Apply the risk management framework to the portfolio to protect the Bank's assets and maintain the quality of the lending portfolio in compliance with requirements for the lending process and established yield, quality, diversification, and risk guidelines.
  • Make credit recommendations for personal lending transactions, including home financing, in accordance with sound credit granting principles and with the Bank's policies and procedures.
  • 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 to provide strategic advice.
  • 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 customer experience.
  • Contributes to business results and the overall experience delivered.
  • May work at multiple branches or through various channels 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.
  • Escalates complex or unresolved customer situations to managers as required.
  • Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
  • Analyzes issues and determines next steps.
  • Broad 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.
  • Registration to sell investment products completed - as appropriate for the jurisdiction.
  • Appropriate lending qualifications and designations.
  • Working knowledge of personal and small business customer needs and solutions.
  • Working knowledge of retail investments and lending products.
  • Experience in financial services is an asset.
  • Confident and experienced in the use of technology.
  • Experience in a consultative customer service or sales role, with a drive to deliver a personal customer experience.
  • Passionate commitment to helping our customers.
  • Drive to deliver a personal customer experience.
  • A focus on results and the ability to thrive in a consultative sales and team-based environment.
  • 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.
  • Specialized knowledge.
  • Verbal & written communication skills - Good.
  • Organization skills - Good.
  • Collaboration & team skills - Good.
  • Analytical and problem solving skills - Good.