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Customer Service Representative

2 weeks ago

Quebec City, Canada BMO Financial Group Full time

1181 Turnbull Avenue Quebec Quebec,G1R 0B5

**Branch: Haute-Ville**

**Availabilities: Part Time Monday-Friday 18.75-24 heures/semaine.**

You have a passion for helping others. As a Customer Service Representative, you will support customer requests related to banking services including handling transactions and supporting customers who walk into the branch.

By proactively identifying customer needs and initiating referrals to appropriate team members, you will contribute to the results and the overall experience delivered in the branch. You will look for ways to contribute to the ongoing improvement of the overall branch customer experience.

**Key Accountabilities**:

- Be a key member of a collaborative and versatile branch & market team
- Welcome warmly customers & meet their banking service needs including transactions, with seamless execution
- Offer advice and guidance on the digital and self-serve options available with the goal of making it easy, simple and fast to bank with BMO
- Review the customer profile and engage customers in a needs based conversation to identify potential opportunities and address every day banking plans and credit card needs
- Initiate referrals to the appropriate team member to ensure that BMO is able to address all of the customer needs
- Take the initiative and find creative approaches to make each customer’s experience feel personal
- Independently manage, load & reconcile cash transactions between treasury and various branch units (e.g., CRU, etc )
- Follow through on the risk and compliance processes and policies to ensure we safeguard our customers’ assets, maintain their privacy, act in their best interests, and ensure an effectively run branch
- Protect the Bank's assets and comply with all regulatory, legal and ethical requirements

**What we’re looking for**:

- Passionate commitment to helping our customers
- Basic knowledge of specialized sales and business banking solutions to refer to specialists
- A focus on delivering a personal experience to customers
- 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

**Focus**:

- Spends up to 100% of time on conversations and requests related to banking services, including handling transactions and supporting customers who walk into the branch.
- May also spend a small amount of time providing operational support for the branch when customer traffic is light

**Skills**:

- Projects a professional presence; proactively engages customers in complete conversations about their personal banking needs; listens actively to understand customer needs, clearly explains potential solutions and their benefit to the customer
- Is collaborative, enjoys helping others and being part of a team
- Identifies opportunities for referrals and makes smooth hand offs to partners in BMO FG

**Knowledge**:

- High school diploma or equivalent work experience
- Completion of internal BMO training program, including customer experience and conversation training.
- High-level knowledge of personal, commercial and partner offers, and how each can best serve customers’ individual needs

**Digital Leadership**:

- ______

**Succursale: Haute-Ville**

**Disponibilités: Temps partiel lundi-vendredi 18.75-24heures/semaine.**

Aider les autres vous passionne-t-il? En tant que représentant - Service à la clientèle, vous répondrez aux demandes des clients en ce qui a trait aux services bancaires, dont la gestion des transactions et l’accueil des clients qui entrent dans la succursale.

En cernant les besoins des clients de manière proactive et en les orientant vers les membres d’équipe appropriés, vous contribuerez èa l’obtention des résultats et à l’expérience globale offerte par la succursale. Vous essayerez de trouver des manières de contribuer à l’amélioration continue de l’expérience globale vécue par le client dans votre succursale.
- Être un membre clé d’une équipe de succursale et de marché à la fois collaborative et polyvalente;
- Accueillir chaleureusement les clients et répondre à leurs besoins en matière de services bancaires, y compris les transactions, avec une exécution sans heurts;
- Conseiller les clients sur les options numériques libre-service offertes avec l’objectif de faire en sorte qu’il soit facile, simple et rapide d’obtenir des services bancaires auprès de BMO;
- Examiner le profil des clients et engager avec les clients des conversations axées sur leurs besoins afin de déceler des occasions éventuelles et de répondre à leurs besoins en matière de services bancaires courants et de carte de crédit;
- Orienter les clients vers le membre d’équipe approprié pour