BMO Financial Group Client Care Officer, BMO Private Banking in Alberta, Canada
Consistently provide high quality fulfillment support for BPB clients with the objective of exceeding customer expectations. Accountable for executing on all aspects of BPB account administration. Recognizes opportunities for promoting the integrated offering and discusses potential referrals/new business opportunities with the Relationship Manager.
Provide a superior level of courteous, knowledgeable, friendly and professional service to all BMO Private Banking professionals relating to investment management and/or trust and/or platinum banking services consistent with delivery of the desired client experience
Take ownership of inquiries/concerns/complaints, ensuring timely resolution
Develops a rapport and instills confidence with Sales Professionals in order to develop credibility as a representative of the Private Bank
Develop and maintain knowledge and understanding of integrated services and offerings to ensure accurate handling of requests
Perform required client service support activities as required to meet client needs and maintain overall service levels
Provide timely, accurate service and support to BMO Private Banking professionals through the completion of a wide variety of Investment Management and/or Trust and/or Platinum Banking transactions to ensure the retention of high net worth clients
Identify and recommend workflow process alternatives that can lead to improved efficiency and service levels
Identify, diarize and monitor accounts for overdrafts and to meet compliance requirements
Provide timely and accurate set-up and maintenance of accounts, and ensure the proper adherence to account administration.
Undertakes other administrative responsibilities (such as analyzing account activity, investigations, statement distribution, reporting, collecting fees, and other related functions/duties)
Identify opportunities to increase profitability, create capacity and reduce expenses
Recognize potential new business opportunities and refer/discuss them with the Relationship Manager (both within BPB and BMO as a whole)
Ensure timely and accurate completion of transactional processing
Provide after sales support and handle exceptions tactfully, accurately and efficiency in accordance with Bank policy and Service Level Agreements
Participate in internal projects and initiatives of varying scope and responsibility
Participate in team meetings and conference calls as applicable
Take initiative, be accountable, and work in a team-oriented environment
Cross trains with other individuals within support team to ensure coverage and contingency is maintained at all times. Shares knowledge with team members.
Ensure proper adherence to all aspects of First Principles Our Code of Conduct and Ethics
Follow security and safeguarding procedures and apply appropriate due diligence for the prevention of loss due to fraud, counterfeiting money laundering or defalcation in accordance with Bank policy
Protect the Bank’s assets by adhering to all banking, investment and lending regulations (as appropriate), Policies and Procedures, legal and ethical requirements, process requirements, bank guidelines and established risk guidelines
Safeguard cash and/or securities according to procedures in order to minimize Bank losses
Participate in audits and compliance reviews as assigned
Identify and escalate all irregularities and discrepancies to management.
Knowledge and Skills
Post-secondary education or equivalent industry experience
Working knowledge of BMO Private Banking products and services (Investment Management, Estate & Trust, and Platinum Banking)
Industry experience (1-4 years) – Investment, Trust, and/or Banking
A team player that is customer service focused
Communication skills (Advanced)
Able to multi-task
Able to handle high pressure situations with tight turnaround
Organization skills (Working)
Advanced knowledge of computer applications (Word, Excel, Global Plus and Optimizer)
Ability to deal with complex and sensitive issues (Advanced)
Open to change and acts as a change agent for new initiatives (Advanced)
Demonstrated history of responsiveness and problem-solving capabilities
Support the Sales/Client Service Representative role during peak periods and shortages
Project support/coordination (Working)
Proactively suggest increased offerings (Working)
Conduct Client Care Training (Working)
Proactively identify and recommend opportunities for process improvement, customer service and technology
Mentor new employees (Working)
At our company, we have been helping our customers and communities for over 195 years. Working with us means being part of a team of talented and passionate individuals with a shared focus on working together to deliver great customer experiences. We stand behind your success with the support you need to turn your potential into performance.
To find out more visit our website at www.bmo.com/careers .
BMO Financial Group is committed to an inclusive, equitable and accessible workplace. By embracing diversity, we gain strength through our people and our perspectives. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.