Client Delivery Specialist

BMO•Los Angeles, CA

4d•Onsite

About The Position

Provides daily operational service support and ensures the delivery of exceptional client experiences. Resolves client problems promptly and effectively, while ensuring that enhancement opportunities are identified and addressed or referred during client service interactions. 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.

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
Must have Problem-Solving skills
Must have the ability to collaborate with team members
Must be Detail-Oriented

Nice To Haves

3 – 5 years of relevant experience in Client Relationship, Financial Services, or Service Excellence in a Commercial Banking environment is preferred.
Bachelor’s degree preferred in Business Administration or Finance
Knowledge or experience in Loans, Deposits, or Treasury Payments is a nice-to-have

Responsibilities

Ensures that tickets are resolved per client’s expectations
May be able to apply interest adjustments based on limits.
Tracks collection of client service fees.
Analyses client feedback, market trends, and competitive intelligence to provide actionable insights for strategic planning.
Identifies process improvements to meet client needs more efficiently.
Provides input into the planning and implementation of operational programs.
Participates in audit and customer issues resolution corrects issues or escalates per guidelines.
Participates in audit and client issue resolution, addressing irregularities and driving corrective actions ensuring proper escalation per established procedures.
Implements high-impact service strategies that align with client business objectives, ensuring exceptional value and service delivery.
Presents strategic reports to management, outlining key client trends, opportunities, and potential risks, along with recommendations for growth and improvement.
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.