Customer Service Representative

BMO • Hamilton, ON

11d • Onsite

About The Position

The Customer Service Representative delivers exceptional service to BMO customers and prospects, identifying their needs and providing advice on financial solutions. This role involves working collaboratively within the branch and with BMO partners to achieve business objectives and enhance the customer experience. Key aspects include supporting customer requests for banking services, handling transactions and inquiries, and guiding customers on digital and self-serve options. The representative reviews customer profiles to identify opportunities for everyday banking plans and credit card needs, escalating complex situations to managers when necessary. They contribute to branch business results and customer experience by supporting operational activities, managing cash transactions, and executing routine tasks within service level agreements. The role requires a proactive approach to customer interaction, continuous learning about financial services, and adherence to risk and compliance policies to safeguard assets and maintain privacy.

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

• Delivers exceptional service to BMO customers and prospects
• Identifies customer needs and provides advice and guidance regarding financial solutions
• Works collaboratively within the branch and through various channels with BMO partners
• Identifies customer needs and initiates referrals to BMO colleagues
• Supports customer requests for banking services, including handling transactions and customer inquiries
• Welcomes customers warmly and meets their banking service and transactional needs with seamless execution
• Offers advice and guidance on available digital and self-serve options
• Reviews customer profiles and engages customers in a needs-based conversation to identify potential opportunities and address everyday banking plans and credit card needs
• Escalates complex or unresolved customer situations to managers as required
• Contributes to meeting branch business results and the customer experience
• Supports operational activities (e.g. inventory management, escalated service requests, following up on customer applications, filing, opening and closing activities)
• Manages, loads, and reconciles cash transactions between treasury and various branch units (e.g. CRU)
• Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service level agreements
• Acts as a key member of a collaborative and versatile branch and market team
• Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic advice
• Organizes work information to ensure accuracy and completeness
• Takes the initiative to find creative approaches that make each customer’s experience feel personal
• Looks for ways to contribute to the ongoing improvement of the overall customer experience
• Contributes to business results and the overall experience delivered
• May work at multiple branches or through various channels based on market needs
• Follows through on risk and compliance processes and policies to ensure we safeguard our customers’ assets, maintain their privacy, and act in their best interest
• Keeps current with the wider financial services marketplace, the legal and regulatory environment, and our commitment to uphold the highest ethical requirements of our industry
• Maintains current knowledge of personal banking products, practices, and trends and integrates into customer conversations
• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering
• Complies with legal and regulatory requirements for the jurisdiction
• Protects the Bank's assets in compliance with all regulatory, legal, and ethical requirements
• Completes standardized tasks under supervision
• Performs initial problem solving within given rules/limits & escalates when required
• Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role

Benefits

• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans
• Performance-based incentives
• Discretionary bonuses
• Other perks and rewards

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed