Client Service Assistant

BMO•Waterloo, ON

10d•Onsite

About The Position

This role supports Investment Advisors (IAs), their teams, and branch operations by handling day-to-day administration and delivering exceptional client service to achieve business objectives. It is a client-focused position dedicated to managing and expanding client relationships through service and advice. The assistant coordinates marketing activities, including website and social media initiatives, client recognition for life events, and client event planning. Key responsibilities also include preparing for client meetings, managing client inquiries and requests such as money movement, technology issues, and account administration, and generating reports. The role involves maintaining client databases and files, ensuring task completion, and providing technology and procedural support to team members. The Client Service Assistant is also responsible for gathering and distributing business-related information, fostering client confidence to build long-term relationships, and assisting with client portfolio management to retain and grow relationships. The position supports IAs in providing customized investment advice and services, collaborates with BMO partners, and ensures compliance with risk and regulatory policies to protect assets and maintain client confidentiality.

Requirements

Typically between 1 – 2 years of relevant experience
Post-secondary degree in related field of study desirable or an equivalent combination of education and experience
Must meet the licensing and certification requirements for the branch / jurisdiction where the mandate is being fulfilled
Basic specialized knowledge
Good verbal & written communication skills
Good organization skills
Good collaboration & team skills
Good analytical and problem solving skills

Nice To Haves

Knowledge of wealth management company and branch operations (e.g. client services, trust services, account transfers, etc.) is an asset
Knowledge of operational aspects of traditional (stocks, bonds, money market, mutual funds) and non traditional (managed and fee based) products is an asset
Familiarity with technology applications and software used in the financial planning and investment industry

Responsibilities

Supports one or more Investment Advisors (IAs) and IA Team and staff, and branch operations with day-to-day administration
Provides exceptional client service to support achievement of business objectives
Manages and grows client relationships through the delivery of service and advice
Coordinates marketing activities on behalf of the advisory team, including website, social media initiatives, client recognition for meaningful life events, and the planning of client events
Assists the advisory team in preparing for client meetings, including scheduling appointments
Handles clients’ general day-to-day requests and inquiries including basic money movement (e.g., wires, transfers), technology issues, and account opening and update, and follows up in a timely and confidential manner
Generates reports and documents for IAs and clients as requested and processes items for client accounts and files
Maintains and organizes client database and client files
Ensures transactions and tasks are appropriately assigned to team members and completed
Provides team members with support on technology issues, use of new technology, and general inquiries and escalations related to policies, procedures, and processing
Gathers and distributes information on updates to training, guidelines, technology, and other business related information
Develops rapport and instills confidence with the client to develop credibility and promote a positive client experience resulting in retaining long- term client relationships and delivers an exceptional client experience
Assists with managing a portfolio of clients to retain and grow relationships
Support IA’s in individual client investment needs to provide professional, customized investment-related advise, sales and services
Works collaboratively within the market, BMO partners and the community to build relationships and deliver the desired customer experience
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 ensure an effectively run branch
Protects the Bank's assets and clients’ assets and complies with all regulatory, legal, and ethical requirements
Maintains the confidentiality of client and Bank information
Completes complex & diverse tasks within given rules/limits
Analyzes issues and determines next steps; escalates as required
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