Customer Service Representative

3 weeks ago

Lloydminster, Canada BMO Full time

About the Role

Deliver exceptional service to BMO customers and prospects, identifying their needs and providing advice and guidance on financial solutions that benefit them. Work collaboratively within the branch and with BMO partners to achieve business objectives and create a positive customer experience.

Main Responsibilities

  1. Identify customer needs and initiate referrals to BMO colleagues.
  2. Support customer requests for banking services, including handling transactions and assisting customers in the branch.
  3. Welcome customers warmly and meet their banking service and transactional needs efficiently.
  4. Offer advice and guidance on available digital and self-serve options to make banking easy, simple, and fast for customers.
  5. Review customer profiles and engage in needs-based conversations to identify potential opportunities and address everyday banking plans and credit card needs.
  6. Contribute to meeting branch business results and the customer experience.
  7. Support operational activities, such as inventory management, escalated service requests, and following up on customer applications.
  8. Manage, load, and reconcile cash transactions between treasury and various branch units.
  9. Execute routine tasks within relevant service level agreements.
  10. Act as a key member of a collaborative and versatile branch and market team.
  11. Proactively understand customer personal banking and credit card needs and integrate marketing promotions and programs into customer conversations.
  12. Organize work information to ensure accuracy and completeness.
  13. Take the initiative to find creative approaches that make each customer's experience feel personal.
  14. Look for ways to contribute to the ongoing improvement of the overall branch customer experience.
  15. Contribute to business results and the overall experience delivered in the branch.
  16. May work at multiple branches based on market needs, with varying schedules and shifts.
  17. Follow through on risk and compliance processes and policies to protect customers' assets, maintain their privacy, and act in their best interest.
  18. Stay current with the financial services marketplace, legal and regulatory environment, and BMO's commitment to upholding high ethical standards.
  19. Maintain knowledge of personal banking products, practices, and trends and integrate them into customer conversations.
  20. Identify and report suspicious patterns of activity related to money laundering.
  21. Comply with legal and regulatory requirements for the jurisdiction.
  22. Protect the Bank's assets in compliance with regulatory, legal, and ethical requirements.
  23. Perform initial problem-solving within given rules and escalate when necessary.
  24. Broaden work or accountabilities as needed.

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