BMO Financial Group Client Care Officer, BMO Private Banking in Alberta, Canada

Description:

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.

Key Accountabilities

  • Relationship Management

  • Administrative/Sales Support

  • Team Participation

  • Risk Management

Relationship Management

  • 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

Administrative/Sales Support

  • 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

Team Participation

  • 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.

Risk Management

  • 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.

Qualifications:

Knowledge and Skills

Knowledge

  • 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

Skills

  • 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

Additional Accountabilities

  • 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.

Job Field:

Wealth Management

Job Schedule:

full-time

Primary Location:

Canada-Alberta-Calgary