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Client Service Representative
2 months ago
We are seeking a highly skilled Client Service Advisor to join our team at BMO. As a Client Service Advisor, you will play a critical role in providing exceptional service to our clients, ensuring their needs are met and exceeded.
Key Responsibilities- Provide daily operational service support to grow the bank's market share and maximize profitability of client relationships.
- Ensure client problem resolution is prompt and effective, and that enhancement opportunities are identified and closed or referred during client service interactions.
- Meet client service needs through a pooled call center environment or a dedicated one-on-one relationship with sensitive, complex and/or top-tiered clients.
- Coordinate and execute specific activities for the implementation of strategic initiatives, including tracking metrics and milestones.
- Gather and format data into regular and ad-hoc reports, and dashboards.
- Explore and identify enhancements and cross-sell opportunities and bring these opportunities to the appropriate line of business contact.
- Actively listen to clients' concerns and diagnose clients' service needs.
- Facilitate timely client problem-resolution, engage cross-functional representatives or groups as appropriate.
- Respond to client concerns in a professional manner to convey ownership, competence, respect for the client relationship.
- Accurately document client requests using the group's tracking systems.
- Facilitate action to close gaps between client expectations and client experiences in the performance of the bank and its products.
- Apply consistent and timely follow-ups to demonstrate a commitment to customer satisfaction and high standards of responsiveness.
- Serve as an advocate for individual clients and escalate issues as necessary to facilitate the timely resolution of service problems.
- Support the development of tailored messaging, which may include writing, editing, and distributing communications.
- Track collection of client service fees.
- Collaborate with internal and external stakeholders to deliver on business objectives.
- Execute work to deliver timely, accurate, and efficient service.
- Complete complex and diverse tasks within given rules/limits and may include handling escalations from other employees.
- Analyze issues and determine next steps.
- Typically, between 2-3 years of relevant experience and post-secondary degree in a related field of study desirable 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.
- Verbal and written communication skills - Good.
- Organization skills - Good.
- Collaboration and team skills - Good.
- Analytical and problem-solving skills - Good.
The salary for this position is $69,500.00 per year. BMO offers a comprehensive benefits package, including health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans.
BMO is committed to an inclusive, equitable, and accessible workplace. By learning from each other's differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process.
