Client Delivery Associate - Commercial Banking

Bank of Montreal•Los Angeles, CA

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.

Requirements

Must have client service experience
Must have the ability to manage client queries and further escalate queries as and when required
Must have the ability to learn Product Knowledge
Must have an understanding of Regulatory Compliance
Must understand Document Management and reposting
Well-versed in Microsoft Office
2 – 3 years of relevant experience in Client Relationship, Financial Services or Service Excellence in a corporate or banking environment is preferred.
Bachelor’s degree preferred; Business Administration, Finance or Marketing preferred.
Any other related discipline or commensurate work experience considered.
Foundational level of proficiency: Regulatory Compliance Document Management Problem-Solving Collaboration
Intermediate level of proficiency: Product Knowledge Data Analysis Reporting Microsoft Office Detail-Oriented Teamwork

Nice To Haves

Knowledge or experience in Loans, Deposits, or Treasury Payments is a nice-to-have

Responsibilities

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.