Client Relationship Specialist

BMO•Green Bay, WI

19h•Onsite

About The Position

This role provides administrative and operational support for financial and investment planning and advice, aiming to deliver an exceptional customer experience. The specialist works collaboratively within their assigned team/branch and with business partners, identifying gaps, issues, and best practices by monitoring sales and service performance. Key responsibilities include building and maintaining client relationships through internal referrals and external marketing initiatives, expanding business growth via telemarketing and outbound calls, and coordinating marketing activities and sales materials. The position requires providing detailed information about products and services, determining appropriate communication for investing, and independently resolving client complaints while escalating as needed. The specialist must stay current with the investment services marketplace, products, service offerings, and the legal/regulatory environment. They will coordinate and execute strategic initiatives, track metrics, analyze data for insights, and prepare reports and dashboards. Specialized support for investment client services issues, including preparing for client meetings and annual reviews, is also required. The role involves ensuring client needs are met, managing requests according to policies, maintaining schedules for customer meetings and office coverage, and meeting high-quality service standards to maximize retention and growth. Building rapport and trust with clients is essential. The specialist must organize work for accuracy and completeness, adhere to risk and compliance processes to safeguard assets and privacy, and protect the Bank's assets while complying with all regulatory, legal, and ethical requirements. The position involves completing complex and diverse tasks, potentially handling escalations, and analyzing issues to determine next steps. Broader accountabilities may be assigned.

Requirements

Typically between 2 - 3 years of relevant experience.
Post-secondary degree in related field of study or an equivalent combination of education and experience.
Advanced knowledge of investment process and procedures.
Advanced knowledge of proprietary products and services in order to identify potential products and services to client needs and advise members of the team.
Relevant investment industry licensing for the designated jurisdiction / portfolio.
Specialized knowledge.
Good verbal & written communication skills.
Good organization skills.
Good collaboration & team skills.
Good analytical and problem solving skills.

Responsibilities

Provides administrative and operational support to the delivery of financial and investment planning and advice to deliver an exceptional customer experience.
Works collaboratively within the assigned team / branch and with business partners.
Identifies gaps, issues and best practices through monitoring of sales and service performance targets against plans.
Contributes to the team’s business objectives by building and maintaining client relationships through client acquisition both from internal referrals (within existing book of business) and external sources (through marketing initiatives).
Expands the business growth potential of the team through telemarketing and outbound calls.
Coordinates marketing activities and sales material to support client / prospect conversations.
Provides knowledge detailed information about products and services offered.
Determines appropriate communication/service regarding all aspects of investing.
Independently resolves client complaints in a timely and effective manner; escalates as required.
Keeps current with investment services marketplace, products, and service offerings and the legal and regulatory environment for the industry.
Coordinates and executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones.
Analyzes data and information to provide insights and recommendations.
Gathers and formats data into regular and ad-hoc reports, and dashboards.
Provides specialized support related to investment client services issue including preparing information for client meetings, annual reviews, etc.
Ensures client needs are met or exceeded; manages requests in accordance with established policies and procedures.
Maintain the schedule / calendar to coordinate customer meetings and office coverage.
Meets high-quality service standards to maximize relationship retention and growth.
Develops rapport and instills confidence with the client to develop credibility and earn their trust.
Organizes work information to ensure accuracy and completeness.
Follows through on the risk and compliance processes and policies to ensure we safeguard our customers’ assets, maintain their privacy, act in their best interests, and ensures an effectively run branch.
Protects the Bank's assets and complies with all regulatory, legal and ethical requirements.
Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
Analyzes issues and determines next steps.