Client Services & Relationship Advisor

BMO

New Brunswick

On-site

CAD 37,000 - 68,000

Full time

8 days ago

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Benefits offered by this job

Health insurance

Tuition reimbursement

Retirement savings plans

Accident and life insurance

Job summary

BMO Financial Group in Canada is seeking a detail-oriented client service professional to deliver daily operational support, grow market share, and maximize profitability of client relationships. You will resolve issues promptly, identify enhancement opportunities, and coordinate initiatives with cross-functional teams.

The role requires 2–3 years of relevant experience, strong communication, multitasking ability, and knowledge of BMO banking products.

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.
Strong oral and written communication skills.
Ability to work in a fast paced environment that requires handling various tasks and priorities concurrently.
Bilingual a plus.
Knowledge of BMO banking products – In-depth.
Knowledge of customer escalation processes/practices – In-depth.
Specialized knowledge.
Verbal & written communication skills - Good.

Responsibilities

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.
Coordinates and executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones.
Collaborates with internal and external stakeholders to deliver on business objectives.
Gathers and formats data into regular and ad-hoc reports, and dashboards.
Accurately documents client requests using tracking systems.
Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.
Supports the development of tailored messaging, which may include writing, editing and distributing communications.
Demonstrates an in-depth understanding of product and service capabilities by providing needed information or directing clients to the appropriate source.
Tracks the collection of client service fees.
Executes work to deliver timely, accurate, and efficient service.
Actively listens to client concerns to diagnose client service needs.
Facilitates timely client problem-resolution, and engages cross-functional representatives or groups, as appropriate.
Responds to client concerns in a professional manner that conveys ownership, competence, respect, the value of the client relationship and meets standards.
Facilitates actions that close gaps between client expectations and experiences in the performance of the Bank and its products.
Serves as an advocate for individual clients and escalates service problems to facilitate timely resolution.
Explores and identifies enhancements and cross-sell opportunities to bring forward to appropriate lines of business.
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.
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.