Bilingual BMO Insurance Service Centre (bisc) Analyst

BMO Insurance Service Center Analyst

The BMO Insurance Service Center (BISC) Analyst will play a key role in supporting the bank's purpose of Boldly Grow the Good in Business and Life. As an integral member of the BMO Retail Insurance Operations Team, the BISC Analyst is responsible for handling customer inquiries, supporting internal partners, processing complex insurance transactions, and investigating complaints related to insurance products and services. This role also helps drive customer retention through proactive outreach and by delivering customer-first solutions.

Key Responsibilities

• Handle complex insurance inquiries and process non-routine transactions accurately.
• Investigate escalated complaints and provide resolution recommendations to management.
• Analyze reports to support compliance and identify process improvements.
• Collaborate with internal teams and insurance partners to meet service goals.
• Prioritize tasks to meet Standard Level Agreement (SLA), escalate issues as needed.
• Support training, process updates, and operational improvements.
• Ensure adherence to policies, procedures, and regulatory requirements.

Customer Interactions & Retention

• Deliver professional, empathetic service across phone, email, and written channels.
• Engage with customers to understand insurance needs and offer tailored solutions, using a consultative, client-first approach.
• Conduct proactive outreach to educate customers on insurance benefits.
• Provide product guidance to support branch teams and retention goals.
• Log and track all interactions for reporting and insights.
• Resolve complaints with a customer-first approach to ensure satisfaction.

Qualifications

• 2-3 years of experience in insurance, financial services, or customer operations.
• In-depth knowledge of Creditor Insurance Products.
• Strong analytical, problem-solving, and communication skills.
• Bilingual (English/French) preferred.
• Confidence in handling sensitive matters independently and professionally.
• Experience in customer retention, complaint resolution is an asset.
• Tech-savvy with comfort using CRM platforms, digital tools, and virtual client engagement methods.
• Growth mindset with a genuine passion for continuous learning and career advancement.

Why Work at BMO

• Be part of a purpose-driven organization focused on helping customers and communities.
• Work in a supportive and inclusive team environment that values teamwork and personal growth.
• Access career development, training, and advancement opportunities.
• Make a meaningful impact through customer-focused problem solving.
• Contribute to an organization that values innovation, integrity, and continuous improvement.

Salary: $38,500.00 - $71,000.00

Pay Type: Salaried

The above represents BMO Financial Group's pay range and type. Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. 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 Financial Group's 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.