Customer Experience Specialist

1 week ago

Vernon, Canada BMO Full time
Deliver Exceptional Service to Customers

BMO Financial Group seeks a Customer Experience Specialist to provide exceptional service to our customers. As a key member of our team, you will be responsible for delivering a personalized experience to each customer, identifying their needs, and providing advice and guidance on financial solutions that meet their individual goals.

About the Role

This is a salaried position with a competitive salary range of $33,850 - $43,500 per year, depending on location, skills, experience, education, and qualifications for the role. The pay type is Salaried, and salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group's expected target for the first year in this position.

Responsibilities
  • Deliver exceptional service to customers by identifying their needs and providing advice and guidance on financial solutions that meet their individual goals.
  • Work collaboratively within the branch and with BMO partners to deliver the desired customer experience and achieve overall business objectives.
  • Support customer requests for banking services, including handling transactions and supporting customers who walk into the branch.
  • Welcomes customers warmly and meets their banking service and transactional needs with seamless execution.
  • Offers advice and guidance on available digital and self-serve options with the goal of making it easy, simple, and fast to bank with BMO.
  • Reviews customer profiles and engages customers in a needs-based conversation to identify potential opportunities and address everyday banking plans and credit card needs.
  • Contributes to meeting branch business results and the customer experience.
  • Supports operational activities (e.g. inventory management, escalated service requests, following up on customer applications, filing, opening and closing activities).
  • Manages, loads, and reconciles cash transactions between treasury and various branch units (e.g. CRU).
  • Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service level agreements.
  • Affirms your commitment to helping customers by actively listening, solving problems, and responding flexibly and creatively to new challenges.
Requirements
  • No prior experience necessary; post-secondary degree or certification in related field of study is desirable.
  • High-level knowledge of personal, commercial and partner offers, and how each can best serve customers' individual needs.
  • Confident and experienced in the use of social media, tablets, smart phones, online tools, and applications.
  • 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.
  • Projects a professional presence.
  • Basic knowledge of specialized sales and business banking solutions to refer to specialists.
  • Passionate commitment to helping customers.
  • Strong interpersonal skills, including the ability to build rapport and connections with customers.
  • Aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.
Benefits

BMO Financial Group offers a comprehensive total compensation package, which includes performance-based incentives, discretionary bonuses, as well as other perks and rewards. Our benefits also include health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit our website.

About BMO

BMO Financial Group 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. To request accommodation, please contact your recruiter.

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