Dedicated Client Service Advisor

BMO•Brookfield, WI

22h•Onsite

About The Position

This role, Dedicated Client Service Advisor, focuses on providing daily operational service support and ensuring exceptional client experiences. The advisor is responsible for resolving client problems promptly and effectively, identifying enhancement opportunities, and ensuring ticket resolution meets client expectations. Key aspects include tracking client service fees, analyzing client feedback, market trends, and competitive intelligence to inform strategic planning, and identifying process improvements. The position involves participating in audit and client issue resolution, implementing high-impact service strategies, and presenting strategic reports to management. The advisor engages with clients to diagnose service needs, responds to service requests, and collects feedback to enhance operational performance and client satisfaction. Compliance with bank policies, regulatory requirements, and internal controls is essential. The role requires creative thinking, problem-solving within established rules, and working mostly independently. BMO Financial Group, the employer, is a leading bank driven by the purpose to "Boldly Grow the Good in business and life," aiming to create lasting positive change for customers, communities, and people. As the 8th largest bank in North America, BMO serves over 12 million customers with personal and commercial banking, wealth management, and investment services, committed to fostering growth and expanding possibilities globally.

Requirements

Specialized knowledge from education and/or business experience.
Intermediate level of proficiency: Product Knowledge
Intermediate level of proficiency: Regulatory Compliance
Intermediate level of proficiency: Data Analysis
Intermediate level of proficiency: Reporting
Intermediate level of proficiency: Document Management
Intermediate level of proficiency: Microsoft Office
Intermediate level of proficiency: Problem-Solving
Intermediate level of proficiency: Collaboration
Intermediate level of proficiency: Detail-Oriented
Intermediate level of proficiency: Teamwork

Nice To Haves

3 – 5 years of relevant experience in Client Relationship, Financial Services or Service Excellence in a corporate or banking environment.
Bachelor’s degree; Business Administration, Finance or Marketing preferred. Any other related discipline or commensurate work experience considered.

Responsibilities

Provides daily operational service support and ensures the delivery of exceptional client experiences.
Resolves client problems in a prompt and effective manner, while ensuring that enhancement opportunities are identified and addressed or referred during client service interactions.
Ensures that tickets are resolved per client’s expectations.
May be able to apply interest adjustments based on limits.
Tracks collection of client service fees.
Analyses client feedback, market trends, and competitive intelligence to provide actionable insights for strategic planning.
Identifies process improvements to meet client needs more efficiently.
Provides input into the planning and implementation of operational programs.
Participates in audit and customer issues resolution corrects issues or escalates per guidelines.
Participates in audit and client issue resolution, addressing irregularities and driving corrective actions ensuring proper escalation per established procedures.
Implements high-impact service strategies that align with client business objectives, ensuring exceptional value and service delivery.
Presents strategic reports to management, outlining key client trends, opportunities, and potential risks, along with recommendations for growth and improvement.
Engages with clients to understand and diagnose service needs, ensuring concerns are addressed promptly and effectively.
Responds to and facilitates the resolution of client service requests.
Collects and analyzes client feedback to identify service gaps, enhance operational performance, and optimize client satisfaction.
Ensures all client interactions, documentation, and issue resolutions comply with bank policies, regulatory requirements, and internal controls.
Thinks creatively and proposes new solutions.
Exercises judgment to identify, diagnose, and solve problems within given rules.
Works mostly independently.
Broader work or accountabilities may be assigned as needed.