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Customer Service Representative

2 months ago

Kingston, Ontario, Canada BMO Full time
About the Role

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

Key Responsibilities
  • Customer Needs Identification: Identify customer needs and initiate referrals to BMO colleagues to ensure seamless service delivery.
  • Service Delivery: Support customer requests for banking services, including handling transactions and supporting customers who walk into the branch.
  • Financial Solutions: Offer advice and guidance on available digital and self-serve options to make it easy, simple, and fast for customers to bank with BMO.
  • Customer Engagement: Review customer profiles and engage customers in a needs-based conversation to identify potential opportunities and address everyday banking plans and credit card needs.
  • Business Results: Contribute to meeting branch business results and the customer experience.
  • Operational Activities: Support operational activities, such as inventory management, escalated service requests, and following up on customer applications.
  • Cash Management: Manage, load, and reconcile cash transactions between treasury and various branch units.
  • Service Level Agreements: Execute routine tasks within relevant service level agreements.
  • Team Collaboration: Act as a key member of a collaborative and versatile branch and market team.
  • Marketing Integration: Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic advice.
  • Work Organization: Organize work information to ensure accuracy and completeness.
  • Customer Experience: Takes the initiative to find creative approaches that make each customer's experience feel personal.
  • Continuous Improvement: Looks for ways to contribute to the ongoing improvement of the overall branch customer experience.
  • Business Results: Contributes to business results and the overall experience delivered in the branch.
  • Flexibility: May work at multiple branches based on market needs; work schedule may differ from week to week in terms of days worked, hours, and shifts.
  • Compliance: 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.
  • Market Knowledge: 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.
  • Product Knowledge: Maintains current knowledge of personal banking products, practices, and trends and integrates into customer conversations.
  • Suspicious Activity: Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
  • Regulatory Compliance: Complies with legal and regulatory requirements for the jurisdiction.
  • Asset Protection: Protects the Bank's assets in compliance with all regulatory, legal, and ethical requirements.
  • Task Execution: Completes standardized tasks under supervision.
  • Problem Solving: Performs initial problem solving within given rules/limits & escalates when required.
Qualifications
  • No Prior Experience Necessary: No prior experience necessary; post-secondary degree or certification in related field of study is desirable.
  • Financial Knowledge: High-level knowledge of personal, commercial and partner offers, and how each can best serve customers' individual needs.
  • Technical Skills: Confident and experienced in the use of social media, tablets, smart phones, online tools, and applications.
  • Customer Service Skills: Highly skilled at helping people who don't find digital applications intuitive to gain confidence in how to use them and to understand their benefits.
  • Professional Presence: Projects a professional presence.
  • Basic Knowledge: Basic knowledge of specialized sales and business banking solutions to refer to specialists.
  • Customer Focus: Passionate commitment to helping customers.
  • Personal Experience: A focus on delivering a personal experience to customers.
  • Resourcefulness: Resourceful self-starter with courage and confidence to approach customers.
  • Collaboration: Readiness to collaborate and work in different capacities as part of a team.
  • Interpersonal Skills: Strong interpersonal skills, including the ability to build rapport and connections with customers.
  • Problem Solving: An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.
  • Basic Knowledge: Basic knowledge learned on the job.
  • Communication Skills: Verbal & written communication skills - Basic (in business environment).
  • Organization Skills: Organization skills - Basic (in business environment).
  • Collaboration Skills: Collaboration & team skills - Basic (in business environment).