Client Support Associate

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

The Client Support Associate primary responsibility is to provide our clients superior customer service experience. Being the first point of client contact, the Client Support Associate core mandate is to assist our clients with questions related to their BMO InvestorLine accounts, accept trading instructions on a variaty of investment vehicles, educate our clients on BMO InvestorLine products and services as well as look for opportunities to enhance the overall client experience and expand the relationship.

Inquiries or instructions around customer service will range from assisting with registered or non-registered account opening and maintenance, rates and program fee structures, corporate reorganisations, cash movements, margin lending as well as online support around tools/services/products offered through BMO InvestorLine website. The incumbent must be resourceful, patient and resilient and able to resolve client inquires through a willingness to use an open, direct, and fair minded approach to clearly communicate with our clients. Taking ownership of issues is critical. The Client Support Associate will leverage on the BMO InvestorLine Customer Connect model with the ultimate goal of buildying and solidifying customer loyalty that will positively reflect in individual and overall firm’s Net Promoter Score (NPS).

Considering the heavily regulated industry, the incumbent is responsible for understanding and adhering to all internal policies and industry rules and regulations as well as be able to clearly explain/educate such complex matters to our customers. The Client Support Associate will act as the first-level gatekeeper and is responsible for obtaining the various approvals in order to satisfy industry regulators (IIROC) and strict internal audit guidelines. To ensure compliance, regulatory and risk mitigation requirements are followed, all approvals are to be carried out using a high degree of due diligence.

The Client Support Associate provides input to develop and achieve team objectives. Works toward meeting productivity goals. Acts independently within specific industry and regulatory guidelines. The representative must have flexibility with work assignments and schedules as assigned, will operate in multiple working relationships/partnerships/environments. The Client Support Associate will be resolving issues and reporting any discrepancies to supervisor/manager

**Service and Productivity**
- Projecting a positive and professional image showing each customer that they are highly valued, demonstrating to customer honesty and conducting all communications in accordance with established Customer Conversation Strategy.
- Managing work within a number of specific productivity targets
- Take “ownership” of customer satisfaction by handling any problems/issues effectively, with empathy and escalating as appropriate.
- Ensure all ticket creations are executed with accuracy.

**Personal Development**
- Takes appropriate steps to update skills and abilities to maintain capabilities within the current role position. Understands the need for ongoing training and learning. Responds constructively to feedback and suggestions

**Knowledge and Skills**:

- Knowledge and understanding of industry regulations & standards
- Broad knowledge and understanding of BMO InvestorLine Inc. products and services
- Excellent customer service skills
- Exceptional telephone and communication skills
- Great ability to seek, recognize and act upon opportunities to expand business relationships with clients
- University or Community College diploma/degree or equivalent experience
- Goal and achievement oriented
- Analytical and problem solving skills
- Ability to work in a high stress environment
- Ability to adapt in a fast-paced, changing environment
- Must be resourceful, patient and resilient
- The incumbent should be self-motivated and have the ability to work independently
- Fully bilingual, French and English
- Operates in multiple working relationships/partnerships/environments
- General computer knowledge (Word, Excel, Windows)

**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.