Customer Experience Specialist

8 hours ago

West Kelowna, British Columbia, Canada BMO Full time

At BMO, we're driven by a shared purpose: Boldly Grow the Good in business and life.

This role is an excellent opportunity to deliver exceptional service to our customers and contribute to meeting branch business results and the customer experience.

The Role: As a Customer Experience Specialist, you will work collaboratively within the branch and with BMO partners to deliver the desired customer experience and achieve overall business objectives. You will be responsible for identifying customer needs and providing advice and guidance regarding financial solutions that are in the best interests of customers.

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.
  • Sometimes, you may need to support operational activities such as inventory management, escalated service requests, following up on customer applications, filing, opening and closing activities.
  • As a key member of a collaborative and versatile branch and market team, you will take the initiative to find creative approaches that make each customer's experience feel personal.
  • You will look for ways to contribute to the ongoing improvement of the overall branch customer experience.
  • Additionally, you will contribute 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.
  • Follow through on risk and compliance processes and policies to ensure we safeguard our customers' assets, maintain their privacy, and act in their best interest.
  • Maintain current knowledge of personal banking products, practices, and trends and integrate into customer conversations.
  • Identify and report suspicious patterns of activity that are suspected to be related to money laundering.
  • Comply with legal and regulatory requirements for the jurisdiction.
  • Protect the Bank's assets in compliance with all regulatory, legal, and ethical requirements.

Qualifications:

  • 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.
  • Possionate 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:

$43,000 - $62,000 per year.

Pay Type:

Salaried.

We strive to help you make an impact from day one – for yourself and our customers. We'll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs.

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