Client Experience & Service Advisor

Bank of Montreal; Tempe (AZ); On-site; USD 50,000 - 83,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Accident insurance

Life insurance

Retirement savings plans

Job summary

Bank of Montreal (BMO) in Tempe, AZ is seeking a client-focused professional to provide daily operational service support and drive profitability of client relationships. You will resolve issues, coordinate initiatives, and prepare reports and dashboards to support strategic objectives.

The role emphasizes problem-solving, cross-functional collaboration, and proactive client communication with a commitment to high service standards.

Qualifications

• Typically between 2–3 years of Customer Service experience.
• Experience with treasury.
• Experience with Commercial Banking.
• 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.

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.

Skills

Customer Service

Treasury

Commercial Banking

Credit Qualifications

Written Communication

Organization

Collaboration

Analytical Thinking

Job description

Bank of Montreal (BMO) in Tempe, AZ is seeking a client-focused professional to provide daily operational service support and drive profitability of client relationships. You will resolve issues, coordinate initiatives, and prepare reports and dashboards to support strategic objectives.

The role emphasizes problem-solving, cross-functional collaboration, and proactive client communication with a commitment to high service standards.