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