Bilingual Assistant Manager - Credit Card Lending

BMO

6d•Remote

About The Position

Understands customer needs and provides credit and lending-related sales and service to BMO customers or prospects. Advises customers on borrowing 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. Works through various channels based on the market needs to deliver the desired customer experience and achieve overall business objectives. 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. Oversees team performance when Manager is absent. Develops and executes short term tactics/plans to drive specific behaviours, activities, and results. Executes development plans and coaching activities (e.g., technical or skills workshops) as delegated by the manager. May provide training and coaching to junior associates as needed. Probes to understand customer needs and provides advice related to personal banking and borrowing strategies in the best interests of the customer. Manages all transactional outcomes of customer contacts or defers to appropriate internal business groups. Escalates complex or unresolved customer situations to managers as required. Performs any required documentation to ensure customer’s requests are accurately processed. Maintains current knowledge of personal banking and lending products, practices, and trends and integrates into customer conversations in a professional manner. May research and investigate lending applications, following established processes. Handles customer contacts in an informed, professional, and efficient manner. Integrates marketing promotions and programs into customer conversations, where appropriate. 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. Makes credit decisions / recommendations in accordance with sound credit-granting principles and in compliance with Bank Policy & Procedures. Uses authorized credit qualifications as needed to fulfill customer requests. 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. Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.

Requirements

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.
Knowledge of personal lending and home financing 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.
Specialized knowledge from education and/or business experience.
Verbal & written communication skills - In-depth - in both French and English.
Collaboration & team skills - In-depth.
Analytical and problem solving skills - In-depth.
Influence skills - In-depth.

Nice To Haves

BMO ALD and/or UDL certification preferred
Experience with Credit Card lending preferred

Responsibilities

Oversees team performance when Manager is absent.
Develops and executes short term tactics/plans to drive specific behaviours, activities, and results.
Executes development plans and coaching activities (e.g., technical or skills workshops) as delegated by the manager.
May provide training and coaching to junior associates as needed.
Probes to understand customer needs and provides advice related to personal banking and borrowing strategies in the best interests of the customer.
Manages all transactional outcomes of customer contacts or defers to appropriate internal business groups.
Escalates complex or unresolved customer situations to managers as required.
Performs any required documentation to ensure customer’s requests are accurately processed.
Maintains current knowledge of personal banking and lending products, practices, and trends and integrates into customer conversations in a professional manner.
May research and investigate lending applications, following established processes.
Handles customer contacts in an informed, professional, and efficient manner.
Integrates marketing promotions and programs into customer conversations, where appropriate.
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.
Makes credit decisions / recommendations in accordance with sound credit-granting principles and in compliance with Bank Policy & Procedures.
Uses authorized credit qualifications as needed to fulfill customer requests.
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.
Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.