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Customer Service Representative

1 month ago

Trail, Canada BMO Full time
Job Summary

BMO Financial Group is seeking a Customer Service Representative to join our team. As a Customer Service Representative, you will be responsible for delivering exceptional service to BMO customers and prospects, identifying customer needs, and providing advice and guidance on financial solutions.

Key Responsibilities
  • Deliver exceptional service to BMO customers and prospects
  • Identify customer needs and provide advice and guidance on financial solutions
  • 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, such as inventory management, escalated service requests, and following up on customer applications
  • Manages, loads, and reconciles cash transactions between treasury and various branch units
  • Executes routine tasks within relevant service level agreements
  • Acts 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
  • Organizes 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, with a variable work schedule
  • Follows through on risk and compliance processes and policies to ensure the safeguarding of customer assets, maintenance of customer privacy, and acting in the best interest of customers
  • Keeps current with the wider financial services marketplace, the legal and regulatory environment, and BMO's commitment to upholding the highest ethical requirements of the industry
  • Maintains current knowledge of personal banking products, practices, and trends and integrates into customer conversations
  • Identifies and reports suspicious patterns of activity suspected to be related to money laundering
  • Complies with legal and regulatory requirements for the jurisdiction
  • Protects the Bank's assets in compliance with all regulatory, legal, and ethical requirements
  • Completes standardized tasks under supervision
  • Performs initial problem-solving within given rules/limits and escalates when required
Qualifications
  • No prior experience necessary; post-secondary degree or certification in a 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, smartphones, 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
  • A focus on delivering a personal experience to customers
  • 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
  • Aptitude for listening, solving problems, and responding flexibly and creatively to new challenges
  • Basic knowledge learned on the job
  • Verbal and written communication skills - Basic (in a business environment)
  • Organization skills - Basic (in a business environment)
  • Collaboration and team skills - Basic (in a business environment)