BMO Financial Group Client Relationship Specialist, InvestorLine in Quebec, Canada

Description:

Permanent position, 37.5h per week

Schedule : candidates must be available from Monday to Friday, between 8am and 8pm

Location: 2015 Peel St., Montreal

Start date : January 30, 2017

Mandate

The Client Relationship Specialist’s primary responsibility is to provide our clients superior customer service experience. Being the first point of client contact, the speacialist core mandate is to assist our clients with questions related to their BMO InvestorLine accounts, accept trading instructions on a variaty of investment vehicles, educate our clients on BMO InvestorLine products and services as well as look for opportunities to enhance the overall client experience and expand the relationship.

Inquiries or instructions around customer service will range from assisting with registered or non-registered account opening and maintenance, rates and program fee structures, corporate reorganisations, cash movements, margin lending as well as online support around tools/services/products offered through BMO InvestorLine website. The incumbent must be resourceful, patient and resilient and able to resolve client inquires through a willingness to use an open, direct, and fair minded approach to clearly communicate with our clients. Taking ownership of issues is critical. The specialist will leverage on the BMO InvestorLine Customer Connect model with the ultimate goal of buildying and solidifying customer loyalty that will positively reflect in individual and overall firm’s Net Promoter Score (NPS).

This incumbent will be IIROC licensed. The specialist will accept trading instructions from our clients on a wide range of investment products such as stocks, ETFs, bonds, GICs, mutual funds, hedge funds, money market instruments, etc. Thus the specialist is responsible for meeting the IIROC initial licensing requirements as well as the IIROC Continuing Education requirements to maintain an active license. Considering the heavily regulated industry, the incumbent is responsible for understanding and adhering to all internal policies and industry rules and regulations as well as be able to clearly explain/educate such complex matters to our customers. The specialist will act as the first-level gatekeeper and is responsible for obtaining the various approvals in order to satisfy industry regulators (IIROC) and strict internal audit guidelines. To ensure compliance, regulatory and risk mitigation requirements are followed, all approvals are to be carried out using a high degree of due diligence.

. The specialist must seek, recognize and act upon opportunities to expand business relationships with clients, based on a foundation of excellent service.

The specialist provides input to develop and achieve team objectives. Works toward meeting productivity goals. Acts independently within specific industry and regulatory guidelines. The representative must have flexibility with work assignments and schedules as assigned, will operate in multiple working relationships/partnerships/environments. The specialist will be resolving issues and reporting any discrepancies to supervisor/manager

95%: Service and Productivity

  • Projecting a positive and professional image showing each customer that they are highly valued, demonstrating to customer honesty and conducting all communications in accordance with established Customer Conversation Strategy.

  • Managing work within a number of specific productivity targets

  • Take “ownership” of customer satisfaction by handling any problems/issues effectively, with empathy and escalating as appropriate.

  • Ensure trading instructions and all ticket creations are executed with accuracy.

5%: Personal Development

  • Successfully meet all core courses and IIROC CE requirements

  • Takes appropriate steps to update skills and abilities to maintain capabilities within the current role position. Understands the need for ongoing training and learning. Responds constructively to feedback and suggestions

  • Takes the initiative for identifying and acting upon personal skill areas to be developed. May seek opportunities to apply new learning outside current job scope.

Qualifications:

Knowledge and Skills :

  • Candidates will have to successfully complete Canadian Securities Course, Conduct and Practices Handbook, Derivatives Fundamentals Course and Canadian Options Course

  • Knowledge and understanding of industry regulations & standard

  • Broad knowledge and understanding of BMO InvestorLine Inc. products and services

  • Excellent customer service skills

  • Exceptional telephone and communication skills

  • Great ability to seek, recognize and act upon opportunities to expand business relationships with clients

  • University or Community College diploma/degree or equivalent experience

  • Strong math skills – ability to calculate margin requirements

  • Goal and achievement oriented

  • Analytical and problem solving skills

  • Ability to work in a high stress environment

  • Ability to adapt in a fast-paced, changing environment

  • Must be resourceful, patient and resilient

  • The incumbent should be self-motivated and have the ability to work independently

  • Fully bilingual, French and English

  • Operates in multiple working relationships/partnerships/environments

General computer knowledge (Word, Excel, Windows)

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:

Call Centre

Job Schedule:

full-time

Primary Location:

Canada-Quebec-Montreal