Bilingual Coordinator, Executive Resolution Office

1 week ago

Montréal, Canada BMO Financial Group Full time

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

Finds innovative, collaborative solutions to resolve customer complaints and inquiries while balancing the customer and bank's needs. Continuously assesses and improves work processes in order to maximize effectiveness and efficiency of the group.
- Manages complaint resolution process for complaints received by executives and non-executives.
- Responds to customer concerns by drafting and delivering response letters signed off by executives.
- Prepares customer documentation and executive summaries of complex cases.
- Reviews and triages incoming complaints and refers to appropriate colleagues as required.
- Investigates small claims cases to support BMO Legal/external legal counsel; may be required to attend court cases.
- Assists or coordinates stakeholder review processes.
- Ensure compliance and adherence to Bank policies and procedures and completion of required operational effectiveness activities as they relate to but are not limited to, privacy, money laundering and fraud.
- Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
- Analyzes issues and determines next steps.
- Broader work or accountabilities may be assigned as needed.

**Qualifications**:

- Typically between 2 - 3 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.
- Specialized knowledge.
- Verbal & written communication skills - Good.
- Organization skills - Good.
- Collaboration & team skills - Good.
- Analytical and problem solving skills - Good.

**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.

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