Associate, Outbound Virtual Experience Team

BMO; Toronto; On-site; CAD 36,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Accident and life insurance

Retirement savings plans

Job summary

BMO Canada in Nova Scotia is seeking a customer service professional to handle outbound calls, assess customer needs, and recommend lending and credit solutions that fit their objectives. You will work within approved procedures to deliver responsive service.

The role concentrates on building trust through expert guidance, collaborating with internal teams, and ensuring accurate processing of customer requests while maintaining confidentiality and compliance.

Qualifications

• Typically 1–2 years of relevant experience and post-secondary degree in related field desirable or an equivalent combination of education and experience.
• Knowledge of personal banking products.
• Knowledge of competitive marketplace and trends in product offerings.
• Knowledge of contact centre operational processes and policies.
• Knowledge of call centre technology, processes and metrics.
• Verbal & written communication skills - Good.

Responsibilities

• Handles customer calls and provides credit and lending-related sales and service to BMO customers or prospects.
• Advises customers on lending/credit strategies and products.
• Identifies referrals to other business groups as needed.
• Delivers exceptional customer service that builds trust.
• Probes to understand customer needs and provides relevant advice.
• Stays informed on consumer needs, industry trends, and regulatory requirements.

Skills

Customer service

Verbal communication

Analytical thinking

Team collaboration

Problem solving

Organization

Knowledge of personal banking

Education

Post-secondary degree

Equivalent education/experience

Tools

Call center software

Job description

Outbound Calls

Understands customer needs and provides credit and lending-related sales and service to BMO customers or prospects. Advises customers on lending/credit strategies and products that meet their objectives. Fulfills sales and service activities for the customer in accordance with approved procedures. Identifies and makes referrals to other business groups as needed.

• Integrates marketing promotions and programs into customer conversations when appropriate.
• Delivers exceptional customer service that builds trust through expertise, providing responsive service and support.
• Probes to understand customer needs and provides advice related to personal banking and lending strategies in the best interests of the customer.
• Stays abreast of consumer needs, industry trends and best practices, and the regulatory environment as it relates to the products and services provided.
• Handles incoming calls in an informed, professional, and efficient manner.
• Escalates complex or unresolved customer situations to managers as required.
• Performs any required activities to ensure customer’s requests are accurately processed.
• Collaborates with internal and external stakeholders in order to deliver on business objectives.
• Manages all transactional outcomes of customer calls or refers to appropriate internal business groups.
• Maintains the confidentiality of customer and Bank information.
• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
• Adheres to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing reporting requirements, Financial Consumer Agency of Canada (FCAC) consumer provision requirements and Privacy Act provisions.
• Completes complex & diverse tasks within given rules/limits.
• Analyzes issues and determines next steps; escalates as required.
• Broader work or accountabilities may be assigned as needed.
• 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.

Qualifications

• Typically between 1 - 2 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.
• Knowledge of personal banking products.
• Knowledge of competitive marketplace and trends in product offerings.
• Knowledge of contact centre operational processes and policies.
• Knowledge of call centre technology, processes and metrics.
• Basic specialized knowledge.
• Verbal & written communication skills - Good.
• Organization skills - Good.
• Collaboration & team skills - Good.
• Analytical and problem solving skills - Good.

Salary

$35,500.00 - $65,000.00

Pay Type

Salaried

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards.

• performance-based incentives
• discretionary bonuses
• other perks and rewards

BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans.

• health insurance
• tuition reimbursement
• accident and life insurance
• retirement savings plans

To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one - for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.