Bilingual Helpdesk Analyst
Bilingual Helpdesk Analyst
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Job Description
Application Deadline:
Address:
rue St-Jacques OJob Family Group:
Provides technical and operational support for banking products and services ensuring resolution of client issues through various communication channels. Addresses client issues while maintaining communication throughout the resolution process and escalating issues if necessary. Uses independent judgment analysis and product knowledge to resolve problems make recommendations and deliver end-user operational assistance training when required.
- Supports the investigation of client issues ensuring proper documentation tracking resolution within service level agreements (SLAs) and adhering to legal regulatory and operational compliance standards.
- Communicates with clients throughout the issue resolution process keeping them informed of progress addressing concerns and delivering high-quality customer service.
- Maintains knowledge of products services systems and industry regulations through training and by providing trouble shooting assistance.
- Ensures documentation of all sales inquiries and client support requests related to banking products and services.
- Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
- Ensures alignment between stakeholders.
- Works with sales operations and technical teams to share customer feedback and address service issues.
- Ensures timely resolution of client issues by providing technical and operational support handling escalations and delivering high-quality customer service across multiple channels (telephone calls call backs emails and help desk requests). Ensures that all customer interactions and resolutions adhere to legal regulatory and operational compliance standards.
- Supports and implements initiatives to improve client service team performance and operational processes.
- Provides reports on client satisfaction service delivery and operational trends.
- Collaborates with internal and external stakeholders to align help desk operations with business objectives and address client needs.
- 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.
Qualifications:
- 2 3 years of relevant experience in Client Service Sales Operations or Technical Support in a corporate or banking environment is preferred.
- Bachelors degree preferred; Business Administration Marketing and Communications preferred. Any other related discipline or commensurate work experience considered.
- Specialized knowledge
Foundational level of proficiency:
- Problem Solving
- Collaboration
Intermediate level of proficiency:
- Product Knowledge
- Sales CRM
- Technical Acumen
- Document Management
- Data Analysis Reporting
- Detail Oriented
- Customer-Oriented
Youre fluent in French and English as this role provides support to clients and team members inside and/or outside the province of Quebec.
Salary:
Pay Type:
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.
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.
Required Experience:
IC
Employment Type
Full-Time
