Customer Service Specialist
6 days ago
Becoming a part of the Bank of Montreal team means being driven by a shared purpose: Boldly Grow the Good in business and life. This calls on us to create lasting, positive change for our customers, communities, and people. By working together, innovating, and pushing boundaries, we transform lives and businesses, powering economic growth worldwide.
We're seeking an exceptional Customer Service Representative to join our team As a Customer Service Representative, you will play a key role in delivering exceptional service to BMO customers and prospects. Your primary responsibility will be to identify customer needs and provide advice and guidance regarding financial solutions that are in the best interests of customers.
You will work collaboratively within the branch and with BMO partners to deliver the desired customer experience and achieve overall business objectives. Your expertise will be invaluable in identifying customer needs, initiating referrals to BMO colleagues, and supporting customer requests for banking services, including handling transactions and assisting customers who walk into the branch.
You will also welcome customers warmly and meet their banking service and transactional needs with seamless execution. Additionally, you will offer advice and guidance on available digital and self-serve options to make it easy, simple, and fast to bank with BMO.
Your Responsibilities:
- Identify customer needs and initiate referrals to BMO colleagues
- Support customer requests for banking services, including handling transactions and assisting customers who walk into the branch
- Welcome customers warmly and meet their banking service and transactional needs with seamless execution
- Offer advice and guidance on available digital and self-serve options to make 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
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
- 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
- An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges
- Basic knowledge learned on the job
- Verbal & written communication skills - Basic (in business environment)
- Organization skills - Basic (in business environment)
- Collaboration & team skills - Basic (in business environment)
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