Client Delivery Associate

BMO•Halifax, NS

9d•Onsite

About The Position

Provides daily operational service support and ensures the delivery of exceptional client experiences. Resolves client problems in a prompt and effective manner, while ensuring that enhancement opportunities are identified and addressed or referred during client service interactions. Handles transactional requests, escalations and investigation of all types of service needs for clients. Engages with clients to ensure immediate needs are met and assesses the effectiveness of issue resolutions. Publishes regular and ad-hoc reports and dashboard Demonstrates knowledge of products and services, directing clients to the most relevant resources to address their needs. Contributes to the development of new products or services based on insights gathered from client interactions and market analysis. Engages with clients to understand and diagnose service needs, ensuring concerns are addressed promptly and effectively. Responds to and facilitates the resolution of client service requests. Collects and analyzes client feedback to identify service gaps, enhance operational performance, and optimize client satisfaction. Ensures all client interactions, documentation, and issue resolutions comply with bank policies, regulatory requirements, and internal controls. 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. 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

Foundational level of proficiency in Regulatory Compliance
Foundational level of proficiency in Document Management
Foundational level of proficiency in Problem-Solving
Foundational level of proficiency in Collaboration
Intermediate level of proficiency in Product Knowledge
Intermediate level of proficiency in Data Analysis
Intermediate level of proficiency in Reporting
Intermediate level of proficiency in Microsoft Office
Intermediate level of proficiency in Detail-Oriented
Intermediate level of proficiency in Teamwork

Nice To Haves

2 – 3 years of relevant experience in Client Relationship, Financial Services or Service Excellence in a corporate or banking environment
Bachelor’s degree in Business Administration, Finance or Marketing

Responsibilities

Provides daily operational service support and ensures the delivery of exceptional client experiences.
Resolves client problems in a prompt and effective manner, while ensuring that enhancement opportunities are identified and addressed or referred during client service interactions.
Handles transactional requests, escalations and investigation of all types of service needs for clients.
Engages with clients to ensure immediate needs are met and assesses the effectiveness of issue resolutions.
Publishes regular and ad-hoc reports and dashboard.
Demonstrates knowledge of products and services, directing clients to the most relevant resources to address their needs.
Contributes to the development of new products or services based on insights gathered from client interactions and market analysis.
Engages with clients to understand and diagnose service needs, ensuring concerns are addressed promptly and effectively.
Responds to and facilitates the resolution of client service requests.
Collects and analyzes client feedback to identify service gaps, enhance operational performance, and optimize client satisfaction.
Ensures all client interactions, documentation, and issue resolutions comply with bank policies, regulatory requirements, and internal controls.
Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
Analyzes issues and determines next steps.
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.