Investigator- Customer Complaints

100 King Street West Toronto Ontario,M5X 1A1

**BMO’s Customer Complaint Appeal Office (formerly Office of Ombudsman) is seeking to add dynamic, customer focused Investigators to play crucial roles to help promote trust and confidence in the Bank by providing customers with a fair and efficient process of resolving complaints. To support future changes to the regulatory environment, we are seeking to add 3 members to the team who can bring a problem-solving mindset along with customer complaint experience to help investigate, respond, and provide recommendations for the resolution of customer complaints.**:
**Your Core Responsibilities In This Role Will Be**:

- ** Triage assigned cases to identify any urgent, sensitive and /or reputational issues**:

- ** Conduct impartial investigations of complex complaints regarding investment and banking products**:

- ** Review applicable documents and correspondence such as agreements, terms/conditions, policies and procedures, legal or regulatory requirements; confirm practices; listen to applicable calls; confirm disclosure; interview customer and relevant BMO employees**:

- ** Provide recommendations on resolutions of customer complaints to management**:

- ** Negotiate and facilitate effective and fair resolutions between internal stakeholders (business, compliance, legal groups etc.) and customers**:

- ** Draft clear, concise and thorough responses to customer complaints**:

- ** Provide information on issues and trends to senior management**:

- ** Identify opportunities to enhance BMO policies and processes to help prevent similar complaints and improve the customer experience**:

- ** Manage relationships with assigned client groups and leaders**:

- ** Respond to requests from external dispute resolution providers, facilitate interactions with the business and facilitate resolutions**:

- ** Share knowledge and support colleagues**:

- ** Builds effective professional relationships with business line, other internal/external stakeholders and regulators on the initial stages of investigations.**:

- ** Builds effective professional relationships with business/groups.**:

- ** Operates effectively within a high stress environment with constantly changing expectations and regulatory & audit scrutiny.**:

- ** Accesses, monitors and reports on sensitive Bank, customer, transactional and employee information to ensure compliance with regulatory requirements.**:

- ** Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.**:

- ** Exercises judgment to identify, diagnose, and solve problems within given rules.**:

- ** Works independently on a range of complex tasks, which may include unique situations.**:

- ** Broader work or accountabilities may be assigned as needed.**:
**Qualifications**:

- ** Typically 2-6+ years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.**:

- ** Previous customer complaint experience**:

- ** knowledge of a compliance field beneficial.**:

- ** Strong knowledge of business operations & procedures, and activities involving documented practices.**:

- ** Proficient in communication, critical thinking and relationship management**:

- ** Technical proficiency gained through education and/or business experience.**:

- ** Verbal & written communication skills - In-depth.**:

- ** Collaboration & team skills - In-depth.**:

- ** Analytical and problem-solving skills - In-depth.**:

- ** Influence skills - In-depth.**:

- ** Data driven decision making - In-depth.**:
**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.