Client Delivery Associate

BMO; Vancouver; On-site; CAD 37,000 - 70,000; Full time

Job summary

A major financial institution is seeking an individual contributor to provide operational service support in client relationships. The ideal candidate will have 2-3 years of relevant experience, strong communication skills, and the ability to resolve client issues effectively. This role entails working closely with clients to enhance their experience and maximize service satisfaction. Competitive salary range of $37,500.00 - $69,500.00 offered, along with comprehensive benefits.

Benefits

Health insurance

Tuition reimbursement

Retirement savings plans

Discretionary bonuses

Qualifications

• 2 - 3 years of relevant experience desirable.
• Specialized knowledge applicable for the role.
• Good collaboration and teamwork skills are essential.

Responsibilities

• Provide exceptional operational service support.
• Diagnose and address client service needs effectively.
• Document client requests accurately.

Skills

Verbal communication

Written communication

Organization skills

Team collaboration

Analytical skills

Problem solving

Education

Post-secondary degree in related field

Job description

Overview

Application Deadline: 07/01/2025

Address: 595 Burrard Street

Role is now dedicated to Relationship Managers with pooled support for holiday relief

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 closed or referred 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 tiered clients.

Responsibilities

• Demonstrates an in-depth understanding of product and service, by providing needed information or directing clients to the appropriate source.
• Coordinates and executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones.
• Gathers and formats data into regular and ad-hoc reports, and dashboards.
• Explores and identifies enhancements and cross-sell opportunities and bringing these opportunities to the appropriate line of business contact.
• Actively listens to clients' concerns and diagnoses clients' service needs.
• Facilitates timely client problem-resolution, engages cross-functional representatives or groups as appropriate.
• Responds to client concerns in a professional manner to convey ownership, competence, respect for the client relationship.
• Accurately documents client requests using the group's tracking systems.
• Facilitates action to close gaps between client expectations and client experiences in the performance of the Bank and its products.
• Applies consistent and timely follow ups to demonstrate a commitment to customer satisfaction and high standards of responsiveness.
• Serves as an advocate for individual clients and escalating issues as necessary to facilitate the timely resolution of service problems.
• Supports the development of tailored messaging, which may include writing, editing and distributing communications.
• Tracks collection of client service fees
• Collaborates with internal and external stakeholders in order to deliver on business objectives.
• Executes work to deliver timely, accurate, and efficient service.
• Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
• Analyzes issues and determines next steps.
• Broader work or accountabilities may be assigned as needed.

Qualifications

• Typically between 2 - 3 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.
• If a Credit Qualifiable job, Credit Qualifications and associated credit knowledge and skills according to the established qualification standards.
• Specialized knowledge.
• Verbal & written communication skills - Good.
• Organization skills - Good.
• Collaboration & team skills - Good.
• Analytical and problem solving skills - Good.

Grade: 4

Job Category: Individual Contributor / Collaborateur

Salary: $37,500.00 - $69,500.00

Pay Type: Salaried

The salary range provided reflects BMO Financial group's compensation range for the grade band associated with this position. Salary placement within the range outlined above is role-based and will vary based on factors such as location, skills, experience, education and qualifications for the role, and may include a commission structure. These ranges were determined by a market-based compensation approach; we used data from trusted third-party compensation sources to set consistent, and competitive ranges. We regularly evaluate compensation, identify any changes in the market and adjust our ranges and existing employee compensation as needed.

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\'s comprehensive 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. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and 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.

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.