Provides efficient and accurate handling of customer requests and transactions in a professional and timely manner. Ensures all required policies, guidelines and standards are met as they provide service to BMO customers. Includes a mix of customer service and customer fulfillment activities.

• Addresses customer services issues according to established parameters, escalating as required.

• Acts as a subject matter expert and first contact for escalation.

• Processes customer application to fulfill customer requests from set up to settlement in accordance with policies and standards.

• Assists in processing more complex customer application/requests.

• Develops solutions and makes recommendations based on an understanding of the business strategy and stakeholder needs.

• Provides advice and guidance to assigned business/group on implementation of solutions.

• Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.

• Builds effective relationships with internal/external stakeholders.

• Ensures alignment between stakeholders.

• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.

• Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.

• Provides input into the planning and implementation of operational programs.

• Resolves problems as required to support effective business operations.

• Supports the development of tools and delivery of training focused on delivering business results.

• Integrates information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting.

• Provides customer service by responding to general questions via phone, mail or fax in a timely and professional manner; includes acting as a main point of contact for certain customer requests.

• Refers more complex and specific requests, questions or issues as required.

• Gathers additional documentation from the customer and/ or internal/external stakeholders to ensure all required information is available to fulfill client requests.

• Recommends workflow improvements to deliver a more efficient operation.

• Manages customer documentation to ensure that records are maintained in a proper manner.

• Focus may be on a business/group.

• Thinks creatively and proposes new solutions.

• Exercises judgment to identify, diagnose, and solve problems within given rules.

• Works mostly independently.

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

• Typically between 3 - 5 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.

• Specialized knowledge from 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.

Salary:

$44,000.00 - $82,000.00

Pay Type:

Salaried

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

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.

To find out more visit us at https://jobs.bmo.com/us/en

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. BMO is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.