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:

• Identifying customer needs and initiating referrals to BMO colleagues.
• Supporting customer requests for banking services, including handling transactions and customer inquiries.
• Welcoming customers warmly and meeting their banking service and transactional needs with seamless execution.
• Offering advice and guidance on available digital and self-serve options with the goal of making it easy, simple, and fast to bank with BMO.
• Reviewing customer profiles and engaging customers in a needs-based conversation to identify potential opportunities and address everyday banking plans and credit card needs.
• Escalating complex or unresolved customer situations to managers as required.
• Contributing to meeting branch business results and the customer experience.
• Supporting operational activities such as inventory management, escalated service requests, following up on customer applications, filing, opening and closing activities.
• Managing, loading, and reconciling cash transactions between treasury and various branch units.
• Executing routine tasks within relevant service level agreements.
• Acting as a key member of a collaborative and versatile branch and market team.
• Probing to understand customer personal banking and credit card needs and integrating marketing promotions and programs into customer conversations to provide strategic advice.
• Organizing work information to ensure accuracy and completeness.
• Taking the initiative to find creative approaches that make each customer's experience feel personal.
• Looking for ways to contribute to the ongoing improvement of the overall customer experience.
• Contributing to business results and the overall experience delivered.
• May work at multiple branches or through various channels based on market needs; work schedule may differ from week to week in terms of days worked, hours, and shifts.
• Following through on risk and compliance processes and policies to ensure we safeguard our customers' assets, maintain their privacy, and act in their best interest.
• Keeping current with the wider financial services marketplace, the legal and regulatory environment, and our commitment to uphold the highest ethical requirements of our industry.
• Maintaining current knowledge of personal banking products, practices, and trends and integrating into customer conversations.
• Identifying and reporting suspicious patterns of activity that are suspected to be related to money laundering.
• Complying with legal and regulatory requirements for the jurisdiction.
• Protecting the Bank's assets in compliance with all regulatory, legal, and ethical requirements.
• Completing standardized tasks under supervision.
• Performing initial problem solving within given rules/limits and escalating 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, and how each can best serve customers' individual needs.
• 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 to gain confidence in how to use them and to understand their benefits.
• Projects a professional presence.
• Basic knowledge of specialized sales and business banking solutions to refer to specialists.
• 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

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 the 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.