Client Delivery Associate

BMO; Regina; On-site; CAD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated client service professional to enhance client relationships and drive operational excellence. This role offers the opportunity to engage with sensitive and complex client needs, ensuring prompt problem resolution and identifying enhancement opportunities. The ideal candidate will possess strong communication and analytical skills, thriving in a dynamic environment where teamwork and client advocacy are paramount. Join a forward-thinking organization that values client satisfaction and operational efficiency, and make a meaningful impact in the financial services sector.

Qualifications

• 2-3 years of relevant experience in client service roles.
• Strong communication and problem-solving skills are essential.

Responsibilities

• Provide exceptional operational service support to clients.
• Identify and explore cross-sell opportunities for clients.

Skills

Verbal Communication

Written Communication

Analytical Skills

Problem-Solving

Organizational Skills

Teamwork

Education

Post-secondary degree

Job description

Provides exceptional, daily operational service support to grow the Bank’s market share and maximize profitability of client relationships. Ensures client problem resolution is prompt and effective, and that enhancement opportunities are identified and addressed during client service interactions. Typically meets client service needs through a pooled call center environment or a dedicated one-on-one relationship with sensitive, complex, and/or top-tier clients.

Responsibilities:

1. Demonstrates an in-depth understanding of products and services, providing needed information or directing clients to the appropriate source.
2. Coordinates and executes activities for implementing strategic initiatives, including tracking metrics and milestones.
3. Gathers and formats data into reports and dashboards, both regular and ad-hoc.
4. Identifies and explores enhancement and cross-sell opportunities, bringing these to the relevant business contacts.
5. Actively listens to clients' concerns and diagnoses their service needs.
6. Facilitates timely problem resolution, engaging cross-functional teams as needed.
7. Responds professionally to client concerns, demonstrating ownership, competence, and respect.
8. Accurately documents client requests in tracking systems.
9. Works to close gaps between client expectations and experiences, ensuring high standards of responsiveness through timely follow-up.
10. Acts as an advocate for clients, escalating issues to facilitate resolution.
11. Supports the development of tailored communications, including writing, editing, and distributing messages.
12. Tracks collection of client service fees.
13. Collaborates with internal and external stakeholders to meet business objectives.
14. Delivers timely, accurate, and efficient service, managing complex tasks and escalations as necessary.
15. Analyzes issues to determine next steps.
16. Performs additional responsibilities as assigned.

Qualifications:

• Typically 2-3 years of relevant experience and a post-secondary degree or equivalent experience.
• For credit-related roles, credit qualifications and knowledge per established standards.
• Specialized knowledge relevant to the role.
• Strong verbal and written communication skills.
• Good organizational and teamwork skills.
• Good analytical and problem-solving skills.