Customer Service Representative

Retail Banking Sales & Service

Delivers exceptional service to BMO customers and prospects. Identifies customer needs and provides advice and guidance regarding financial solutions that are in the best interests of customers. Works collaboratively within the branch and through various channels with BMO partners to deliver the desired customer experience and achieve overall business objectives.

Responsibilities include:

• Identifies customer needs and initiates referrals to BMO colleagues.
• Supports customer requests for banking services, including handling transactions and customer inquiries.
• Welcomes customers warmly and meets their banking service and transactional needs.
• Offers advice and guidance on available digital and self-serve options.
• Reviews customer profiles and engages customers in a needs-based conversation.
• Escalates complex or unresolved customer situations to managers.
• Contributes to meeting branch business results and the customer experience.
• Supports operational activities including inventory management, escalated service requests, etc.
• Manages, loads, and reconciles cash transactions.
• Executes routine tasks within relevant service level agreements.
• Acts as a key member of a collaborative and versatile branch and market team.
• Probes to understand customer personal banking and credit card needs.
• Organizes work information to ensure accuracy and completeness.
• Takes the initiative to find creative approaches that make each customer's experience feel personal.
• Looks for ways to contribute to the ongoing improvement of the overall customer experience.
• Contributes to business results and the overall experience delivered.
• May work at multiple branches or through various channels based on market needs.
• Follows through on risk and compliance processes.
• Keeps current with the wider financial services marketplace, the legal and regulatory environment.
• Maintains current knowledge of personal banking products.
• Identifies and reports suspicious patterns of activity related to money laundering.
• Complies with legal and regulatory requirements.
• Protects the Bank's assets in compliance with all regulatory, legal, and ethical requirements.
• Completes standardized tasks under supervision.
• Performs initial problem solving within given rules/limits & escalates when required.
• Broader work or accountabilities may be assigned as needed.

Qualifications:

• No prior experience necessary; post-secondary degree or certification in related field of study is desirable.
• High-level knowledge of personal, commercial and partner offers.
• Confident and experienced in the use of social media, tablets, smart phones, online tools, and applications.
• Highly skilled at helping people who don't find digital applications intuitive.
• Projects a professional presence.
• Basic knowledge of specialized sales and business banking solutions.
• Passionate commitment to helping customers.
• A focus on delivering a personal experience to customers.
• Resourceful self-starter with courage and confidence to approach customers.
• Readiness to collaborate and work in different capacities as part of a team.
• Strong interpersonal skills, including the ability to build rapport and connections with customers.
• An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.
• Basic knowledge learned on the job.
• Verbal & written communication skills - Basic (in business environment).
• Organization skills - Basic (in business environment).
• Collaboration & team skills - Basic (in business environment).

Salary: $34,750.00 - $47,250.00

Pay Type: Salaried