Call Centre Associate

2 weeks ago

Québec, Canada BMO Financial Group Full time

105-119-129 rue St-Jacques O Montreal Quebec,H2Y 1L6

Training**: Day Time training cohorts 8:30am—5pm Monday-Friday** for first three months.

Language Requirements for the role**:English and French**

Understands customer needs and provides business banking sales and service to BMO customers or prospects. Advises customers on business banking strategies and products (including credit cards) that meet their objectives. Fulfills sales and service activities for the customer in accordance with approved procedures. Identifies and makes referrals to other business groups as needed.
- Handles customer inquiries in an informed, professional, and efficient manner.
- Probes to understand customer needs and provides advice related to business banking and credit card strategies that meet their objectives.
- Manages all transactional outcomes of customer calls or defers to appropriate internal business groups.
- Escalates complex or unresolved customer situations to the appropriate BMO colleague as required.
- Performs any required activities after completed calls to ensure customer’s requests are accurately processed.
- Maintains current knowledge of business banking and credit card industries, practices, and trends and integrates into customer conversations in a professional manner.
- Integrates marketing promotions and programs into customer conversations where appropriate.
- Maintains the confidentiality of customer and Bank information.
- Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
- Adheres to regulatory and compliance requirements appropriate for the jurisdiction.
- Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
- Analyzes issues and determines next steps.
- Broader work or accountabilities may be assigned as needed.** Qualifications**:

- Typically between 2 - 3 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.
- High school diploma or equivalent work experience.
- Knowledge of BMO credit card products.
- Term Investment Qualified (as required).
- Specialized knowledge.
- Verbal & written communication skills - Good.
- Organization skillls - Good.
- Collaboration & team skills - Good.
- Analytical and problem solving skills - Good.

**We’re here to help**

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. 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. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

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