Customer Service Professional

3 weeks ago

Hamilton, Ontario, Canada BMO Full time

Job Summary

We are seeking a talented Customer Service Representative to join our team at BMO. As a key member of our branch, you will be responsible for delivering exceptional service to our customers and prospects. Your primary focus will be on identifying customer needs and providing advice and guidance on financial solutions that meet their individual requirements.

Key Responsibilities

  1. Identify customer needs and initiate referrals to BMO colleagues.
  2. Support customer requests for banking services, including handling transactions and supporting customers who walk into the branch.
  3. Welcome customers warmly and meet their banking service and transactional needs with seamless execution.
  4. 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.
  5. Review customer profiles and engage customers in a needs-based conversation 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 identify 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; work schedule may differ from week to week in terms of days worked, hours, and shifts.
  17. 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.
  18. Keep current with the wider financial services marketplace, the legal and regulatory environment, and our commitment to uphold the highest ethical requirements of our industry.
  19. Maintain current knowledge of personal banking products, practices, and trends and integrate into customer conversations.
  20. Identify and report suspicious patterns of activity that are suspected to be related to money laundering.
  21. Comply with legal and regulatory requirements for the jurisdiction.
  22. Protect the Bank's assets in compliance with all regulatory, legal, and ethical requirements.
  23. Complete standardized tasks under supervision.
  24. Perform initial problem solving within given rules/limits & escalate when required.

Qualifications

Requirements include:

  1. No prior experience necessary; post-secondary degree or certification in related field of study is desirable.
  2. High-level knowledge of personal, commercial and partner offers, and how each can best serve customers' individual needs.
  3. Confident and experienced in the use of social media, tablets, smart phones, online tools, and applications.
  4. 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.
  5. Projects a professional presence.
  6. Basic knowledge of specialized sales and business banking solutions to refer to specialists.
  7. Passionate commitment to helping customers.
  8. A focus on delivering a personal experience to customers.
  9. Resourceful self-starter with courage and confidence to approach customers.
  10. Readiness to collaborate and work in different capacities as part of a team.
  11. Strong interpersonal skills, including the ability to build rapport and connections with customers.
  12. An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.
  13. Basic knowledge learned on the job.
  14. Verbal & written communication skills - Basic (in business environment).
  15. Organization skills - Basic (in business environment).
  16. Collaboration & team skills - Basic (in business environment).

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