Customer Service Representative

BMO•Edmonton, AB

8d•Onsite

About The Position

The Customer Service Representative at BMO is responsible for delivering exceptional service to customers and prospects by identifying their financial needs and providing advice on suitable solutions. This role involves collaborative work within the branch and with BMO partners to ensure a positive customer experience and achieve business objectives. Key duties include handling banking service requests, transactions, and inquiries, as well as guiding customers on digital and self-serve banking options. The representative will review customer profiles to identify opportunities for everyday banking plans and credit cards, escalating complex issues to management when necessary. The position also entails supporting operational activities such as inventory management, following up on applications, and managing cash transactions. The role requires a proactive approach to customer interaction, a commitment to continuous improvement in service delivery, and adherence to risk and compliance policies. Representatives are expected to stay current with financial market trends, regulatory environments, and BMO's product offerings, while also identifying and reporting suspicious activities to protect the bank's assets. The role involves completing standardized tasks under supervision and performing initial problem-solving. The work schedule may vary, and the representative may be required to work at multiple branches or through different channels based on market needs.

Requirements

No prior experience necessary.
High-level knowledge of personal, commercial and partner offers, and how each can best serve customers’ individual needs.
Confident and experienced in the use of social media, tablets, smart phones, online tools, and applications.
Highly skilled at helping people who don’t find digital applications intuitive to gain confidence in how to use them and to understand their benefits.
Projects a professional presence.
Basic knowledge of specialized sales and business banking solutions to refer to specialists.
Passionate commitment to helping customers.
A focus on delivering a personal experience to customers.
Resourceful self-starter with courage and confidence to approach customers.
Readiness to collaborate and work in different capacities as part of a team.
Strong interpersonal skills, including the ability to build rapport and connections with customers.
An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.
Basic knowledge learned on the job.
Verbal & written communication skills - Basic (in business environment).
Organization skills - Basic (in business environment).
Collaboration & team skills - Basic (in business environment).

Nice To Haves

Post-secondary degree or certification in related field of study is desirable.

Responsibilities

Deliver exceptional service to BMO customers and prospects.
Identify customer needs and provide advice and guidance regarding financial solutions.
Work collaboratively within the branch and through various channels with BMO partners.
Initiate referrals to BMO colleagues based on identified customer needs.
Support customer requests for banking services, including handling transactions and customer inquiries.
Welcome customers warmly and meet their banking service and transactional needs with seamless execution.
Offer advice and guidance on available digital and self-serve options.
Review customer profiles and engage in needs-based conversations to identify potential opportunities for banking plans and credit cards.
Escalate complex or unresolved customer situations to managers.
Contribute to meeting branch business results and enhancing the customer experience.
Support operational activities such as inventory management, escalated service requests, following up on customer applications, filing, and opening/closing activities.
Manage, load, and reconcile cash transactions between treasury and various branch units.
Execute routine tasks (e.g., service requests, transactions, queries) within relevant service level agreements.
Act as a key member of a collaborative and versatile branch and market team.
Probe to understand customer personal banking and credit card needs and integrate marketing promotions and programs into conversations.
Organize work information to ensure accuracy and completeness.
Take initiative to find creative approaches that personalize each customer’s experience.
Contribute to the ongoing improvement of the overall customer experience.
Follow through on risk and compliance processes and policies to safeguard customer assets and maintain privacy.
Keep current with the wider financial services marketplace, legal and regulatory environment, and ethical requirements.
Maintain current knowledge of personal banking products, practices, and trends.
Identify and report suspicious patterns of activity related to money laundering.
Comply with legal and regulatory requirements for the jurisdiction.
Protect the Bank's assets in compliance with all regulatory, legal, and ethical requirements.
Complete standardized tasks under supervision.
Perform initial problem solving within given rules/limits and escalate when required.
Broader work or accountabilities may be assigned as needed.