Client Services Officer

Address:

Provides exceptional daily operational service support to grow the Banks market share and maximize profitability of client relationships. Ensures client problem resolution is prompt and effective and that enhancement opportunities are identified and closed or referred during client service interactions. Typically meets client service needs through a pooled call center environment or a dedicated one-on-one relationship with sensitive complex and/or top tiered clients.

• Demonstrates an in-depth working knowledge of the strengths capabilities and limitations of products upgrades and cross-sell opportunities.
• Coordinates and executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones.
• Collaborates with internal and external stakeholders to deliver on business objectives.
• Gathers and formats data into regular and ad-hoc reports and dashboards.
• Accurately documents client requests using tracking systems.
• Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.
• Supports the development of tailored messaging which may include writing editing and distributing communications.
• Demonstrates an in-depth understanding of product and service capabilities by providing needed information or directing clients to the appropriate source.
• Tracks the collection of client service fees.
• Executes work to deliver timely accurate and efficient service.
• Actively listens to client concerns to diagnose client service needs.
• Facilitates timely client problem-resolution and engages cross-functional representatives or groups as appropriate.
• Responds to client concerns in a professional manner that conveys ownership competence respect the value of the client relationship and meets standards.
• Facilitates actions that close gaps between client expectations and experiences in the performance of the Bank and its products.
• Serves as an advocate for individual clients and escalates service problems to facilitate timely resolution.
• Explores and identifies enhancements and cross-sell opportunities to bring forward to appropriate lines of business.
• 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.
• Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role in line with our Risk Culture and within our approved Risk Appetite making sound and risk informed decisions that align to business strategy protect assets and adhere to applicable policy documents (Frameworks Policies Standards Procedures and Supporting documents) laws and regulations.

Qualifications:

• Typically between 2 - 3 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.
• Strong oral and written communication skills.
• Ability to work in a fast paced environment that requires handling various tasks and priorities concurrently.
• Bilingual a plus.
• Knowledge of BMO banking products In-depth.
• Knowledge of customer escalation processes/practices In-depth.
• Specialized knowledge.
• Verbal & written communication skills - Good.
• Organization skills - Good.
• Collaboration & team skills - Good.
• Analytical and problem solving skills - Good.

The above represents BMO Financial Groups 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 Groups expected target for the first year in this position.

BMO Financial Groups 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. To view more details of our benefits please visit: Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting positive change for our customers our communities and our people. By working together innovating and pushing boundaries we transform lives and businesses and power economic growth around the world.

As a member of the BMO team you are valued respected and heard and you have more ways to grow and make an impact. We strive to help you make an impact from day one for yourself and our customers. Well support you with the tools and resources you need to reach new milestones as you help our customers reach theirs. From in-depth training and coaching to manager support and network-building opportunities well help you gain valuable experience and broaden your skillset.

To find out more visit us at is committed to an inclusive equitable and accessible workplace. By learning from each others 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. To request accommodation please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO directly or indirectly will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid written and fully executed agency agreement contract for service to submit resumes.