Customer Service Representative
BMO Bank of Montreal
Canada,British Columbia,Burnaby
2d ago

Description

You have a passion for helping others. As a Customer Service Representative, you will support customer requests related to banking services including handling transactions and supporting customers who walk into the branch.

By proactively identifying customer needs and initiating referrals to appropriate team members, you will contribute to the results and the overall experience delivered in the branch.

You will look for ways to contribute to the ongoing improvement of the overall branch customer experience.

Key Accountabilities :

Be a key member of a collaborative and versatile branch & market team

Welcome warmly customers & meet their banking service needs including transactions, with seamless execution

Offer advice and guidance on the digital and self-serve options available with the goal of making it easy, simple and fast to bank with BMO

Review the customer profile and engage customers in a needs based conversation to identify potential opportunities and address every day banking plans and credit card needs

Initiate referrals to the appropriate team member to ensure that BMO is able to address all of the customer needs

Take the initiative and find creative approaches to make each customer’s experience feel personal

Support required operational activities, including, but not limited to : inventory management, escalated service requests, following up on customer applications, filing, opening & closing activities

Independently manage, load & reconcile cash transactions between treasury and various branch units (e.g., CRU, etc )

Follow through on the risk and compliance processes and policies to ensure we safeguard our customers’ assets, maintain their privacy, act in their best interests, and ensure an effectively run branch

Protect the Bank's assets and comply with all regulatory, legal and ethical requirements

Qualifications What we’re looking for :

Passionate commitment to helping our customers

Basic knowledge of specialized sales and business banking solutions to refer to specialists

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

Focus :

Spends up to 100% of time on conversations and requests related to banking services, including handling transactions and supporting customers who walk into the branch.

May also spend a small amount of time providing operational support for the branch when customer traffic is light

Skills :

  • Projects a professional presence; proactively engages customers in complete conversations about their personal banking needs;
  • listens actively to understand customer needs, clearly explains potential solutions and their benefit to the customer

    Learns quickly and is motivated to apply new knowledge

    Is collaborative, enjoys helping others and being part of a team

    Identifies opportunities for referrals and makes smooth hand offs to partners in BMO FG

    Knowledge :

    High school diploma or equivalent work experience

    Completion of internal BMO training program, including customer experience and conversation training.

    High-level knowledge of personal, commercial and partner offers, and how each can best serve customers’ individual needs

    Digital Leadership :

    Confident and at ease 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

    To find out more visit us at https : / / bmocareers.com.

    BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives.

    Accommodations are available on request for candidates taking part in all aspects of the selection process.

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