Analyst, Customer Complaints

Address:
100 King Street West

Job Family Group:
Audit, Risk & Compliance

**Key Accountabilities**

**Operational Support**
- Assist in the design, implementation and management of guidelines and procedures for CCAO
- Critically analyze process and provide advice to senior management for improvements of operation of CCAO
- Update We’re Here to Help Brochure, website and customer facing materials as required
- Support implementation of legislative and regulatory changes as required (i.e. Bill C-86)
- Respond to internal & external inquiries requesting data and information from our office
- Support reporting, regulatory and audit related requests
- Support management in use of reporting database to pull statistics and reports
- Support the execution of strategic initiatives in collaboration with internal/external stakeholders
- Support Intake team on an ad hoc basis with managing complaints
- Assist Advisor, Customer Complaints in support of the CCAO operations

**Advisory**
- Provide guidance to investigators on implementation of CCAO processes based on an understanding of business operations and complaint process
- Train investigators on systems and processes related to investigations and provide internal tech support
- Provide research support for investigators as needed
- Build effective professional relationships with business group, internal/external stakeholders

**Monitoring/Tracking**
- Analyze and report on Level 2 volumes to management
- Review and advise on improvements to service request information received by CCAO
- Escalate sensitive and reputational risk issues to management as appropriate

**Administrative and Team Support**
- Assist management with administrative tasks related to department operation i.e. onboarding, bookings
- Support investigation process by assisting with tasks related to the escalation of complaints i.e. Ombudsman for Banking Services and Investment (OBSI) support

**Skills/Experience**
- 3-5 + years’ experience in banking and/or investment services (could be from branch and customer facing roles or other operational groups such as Legal, Compliance, Risk, Global Investigations, Communications and Human Resources)
- Empathetic personality and the ability to connect with people
- Strong verbal skills and ability to write clear, concise and plain language communications
- Proficient communication, critical thinking, relationship management and project management skills
- In depth knowledge of BMO products, services and operating groups
- Technical proficiency gained through education, training and/or business experience
- In-depth data driven decision making
- Strong computer skills including Microsoft Outlook, Excel, Word & PowerPoint
- Ability to work with deadlines and prioritize tasks
- Ability to work independently
- In depth analytical and problem-solving skills
- In depth collaboration and team skills

**Education**
- Bachelor of Commerce or Bachelor of Arts degrees are desirable

**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.