Customer Experience Consultant

4 days ago

Maple Ridge, British Columbia, Canada BMO Financial Group Full time
Job Overview

We are seeking a highly skilled Customer Experience Consultant to join our team at BMO Financial Group. As a key member of our branch, you will play a vital role in delivering exceptional customer service and driving business results.

About the Role

This is an exciting opportunity for a motivated individual to work in a fast-paced environment, collaborating with colleagues to identify referral opportunities and grow customer relationships beyond personal banking. You will welcome and guide customers as they enter the branch lobby, offering advice and guidance on available digital and self-serve options to make banking easy, simple, and fast.

Your responsibilities will include conducting client conversations about banking services, recommending alternative channels, and providing personal banking and investment advice. You will also meet customer transaction-based needs with seamless execution, review customer profiles, and engage customers in needs-based conversations to identify potential opportunities and address everyday banking plans and credit card needs.

In this role, you will contribute to meeting branch business results and the customer experience, support operational activities, and act as a key member of a collaborative and versatile branch and market team.

Key Responsibilities

- Collaborate with BMO partners to identify referral opportunities that further grow the customer's relationship with BMO beyond personal banking.
- Welcome and guide customers as they walk into the branch lobby, and offer advice and guidance on available digital and self-serve options with the goal of making it easy, simple, and fast to bank with BMO.
- Conduct client conversations about banking services to recommend alternative banking channels and provide personal banking and investment advice.
- Meet customer transaction-based needs with seamless execution.
- Review customer profiles and engage customers in a needs-based conversation to identify potential opportunities and address everyday banking plans and credit card needs.
- Contribute to meeting branch business results and the customer experience.
- Support operational activities (e.g., inventory management, escalated service requests, following up on customer applications, filing, opening and closing activities).
- 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 branch customer experience.
- Contributes to business results and the overall experience delivered in the branch.
- 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.

What We Offer

We are committed to creating a diverse and inclusive workplace where everyone feels valued and respected. Our comprehensive benefits package includes health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. Please visit https://jobs.bmo.com/global/en/Total-Rewards for more details.

Requirements

- Typically between 1 – 2 years of relevant experience and/or certification in related field of study desirable or an equivalent combination of education and experience.
- Canada only: Registration to sell investment products completed or in progress (must be completed within 12 months) - as appropriate for the jurisdiction.
- Confident and experienced in the use of social media, tablets, Smart phones, online tools, and applications.
- Some experience in a consultative customer service or sales roles, with a drive to deliver a personal customer experience.
- Basic knowledge of specialized sales and business banking solutions to refer to specialists.
- Passionate commitment to helping 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.
- Basic specialized knowledge.
- Verbal & written communication skills - Good.
- Organization skills - Good.
- Collaboration & team skills - Good.
- Analytical and problem-solving skills - Good.

Salary Range

$35,000 - $52,000 per year.

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