Customer Service Representative

BMO•Toronto, ON

10d•Onsite

About The Position

The Customer Service Representative delivers exceptional service to BMO customers and prospects by identifying their needs and providing advice on financial solutions. This role involves working collaboratively within the branch and across various channels with BMO partners to achieve business objectives and enhance the customer experience. Key responsibilities include supporting banking service requests, 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 cards, escalating complex situations to managers when necessary. They contribute to branch business results and customer experience by supporting operational activities like inventory management, managing cash transactions, and executing routine tasks within service level agreements. The role requires active participation as a team member, understanding customer needs, integrating marketing promotions, and ensuring accuracy and completeness in work. The representative is expected to take initiative to personalize customer experiences and contribute to ongoing improvements. The work schedule may vary, including days, hours, and shifts, and may involve working at multiple branches. Adherence to risk and compliance policies, safeguarding customer assets, maintaining privacy, and upholding ethical standards are crucial. The representative must stay current with financial services, legal, and regulatory environments, and maintain knowledge of personal banking products. They are also responsible for identifying and reporting suspicious activities related to money laundering and complying with all legal and regulatory requirements to protect the Bank's assets. Tasks are completed under supervision, with initial problem-solving and escalation as needed.

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 that are in the best interests of customers.
Works collaboratively within the branch and through various channels with BMO partners to deliver the desired customer experience and achieve overall business objectives.
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 with the goal of making it easy, simple, and fast to bank with BMO.
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; work schedule may differ from week to week in terms of days worked, hours, and shifts.
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.