Mandarin-Speaking Client Services Specialist

BMO; Tampere; On-site; EUR 33,000 - 62,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Accident and life insurance

Retirement savings plans

Job summary

BMO Financial Group seeks a client service professional to provide daily operational support, manage complex client relationships, and drive cross-sell opportunities. You will coordinate strategic initiatives, prepare reports, and document client requests with precision.

In this role you will collaborate with internal and external stakeholders, assist with change management, and deliver timely, accurate service across diverse client needs.

Qualifications

• 2-3 years of relevant experience and post-secondary degree in related field 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.
• Organization skills - Good.
• Collaboration & team skills - Good.
• Analytical and problem solving skills - Good.

Responsibilities

• Provides 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.
• Meets client service needs through a dedicated one-on-one relationship with sensitive, complex, and/or top tiered clients.
• Demonstrates an in-depth working knowledge of products, upgrades, and cross-sell opportunities.
• Coordinates and executes 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 focused on execution and sustainment.
• 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.

Skills

Oral and written communication

Multitasking in fast-paced environment

Bilingual a plus

Deep knowledge of BMO banking products

Customer escalation processes

Analytical and problem solving

Education

Post-secondary degree

Equivalent education/experience

Job description

BMO Financial Group seeks a client service professional to provide daily operational support, manage complex client relationships, and drive cross-sell opportunities. You will coordinate strategic initiatives, prepare reports, and document client requests with precision.

In this role you will collaborate with internal and external stakeholders, assist with change management, and deliver timely, accurate service across diverse client needs.