Bilingual Associate, Virtual Connect

VIRTUAL61 - HomeRes - QC - BMO XXXXX Quebec,X0X 0X0

Additional Job Description

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

**Schedule**: This position operates between the hours of 6:30AM and 12:00AM, 7 days a week, including days, evenings, weekends and statutory holidays. Associates are scheduled for 37.5 hours per week and should be available to work one day on weekends, either Saturday or Sunday. Schedule is determined weeks in advance.

Understands customer needs and provides credit and lending-related sales and service to BMO customers or prospects. Advises customers on lending/credit strategies and products 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.
- Integrates marketing promotions and programs into customer conversations when appropriate.
- Probes to understand customer needs and provides advice related to personal banking and lending strategies in the best interests of the customer.
- Escalates complex or unresolved customer situations to managers as required.
- Performs any required activities to ensure customer’s requests are accurately processed.
- Maintains current knowledge of personal banking products, practices, and trends and integrates into customer conversations in a professional manner.
- Collaborates with internal and external stakeholders in order to deliver on business objectives.
- Manages all transactional outcomes of customer calls or refers to appropriate internal business groups.
- 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, including Anti-Money Laundering and Terrorist Financing reporting requirements, Financial Consumer Agency of Canada (FCAC) consumer provision requirements and Privacy Act provisions.
- Completes standardized tasks under supervision.
- Performs initial problem solving within given rules/limits & escalates when required.
- Broader work or accountabilities may be assigned as needed.

**Qualifications**:

- High school diploma or equivalent work experience.
- Knowledge of personal banking products.
- Knowledge of competitive marketplace and trends in product offerings.
- Knowledge of contact centre operational processes and policies.
- Knowledge of call centre technology, processes and metrics.
- Basic knowledge learned on the job.
- Verbal & written communication skills - Basic (in business environment).
- Organization skills - Basic (in business environment).Collaboration & team skills - Basic (in business environment).

This position requires proficiency in a language other than French to interact, support and/or provide services to non-French speaking customers, employees and/or partners inside and/or outside the province of Quebec.

**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.