Client Delivery Associate

BMO•Toronto, ON

7d•CA$38,500 - CA$71,000•Onsite

About The Position

On-site role at First Canadian Place (Toronto) within a team specializing in understanding AML risk within the Commercial Bank portfolio. 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.

Requirements

2 – 3 years of relevant experience in Client Relationship, Financial Services or Service Excellence in a corporate or banking environment is preferred.
Foundational level of proficiency: Regulatory Compliance
Foundational level of proficiency: Document Management
Foundational level of proficiency: Problem-Solving
Foundational level of proficiency: Collaboration
Intermediate level of proficiency: Product Knowledge
Intermediate level of proficiency: Data Analysis
Intermediate level of proficiency: Reporting
Intermediate level of proficiency: Microsoft Office
Intermediate level of proficiency: Detail-Oriented
Intermediate level of proficiency: Teamwork

Nice To Haves

Bachelor’s degree preferred; Business Administration, Finance or Marketing preferred.
Any other related discipline or commensurate work experience considered.

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.
Broader work or accountabilities may be assigned as needed.