BMO Financial Group Specialist, BMO Investment Centre in Quebec, Canada
Permanent position, 37.5h per week
Schedule : Candidates must be available on Monday to Friday, from 8AM - 8PM.
Location: 2015 Peel St., Montreal
The Specialist in investments is accountable to provide exceptional sales and service to BMO customers or prospects by handling incoming calls and as required outbound calls to the BMO Investment Centre. This role is accountable to advise customers on personal investing strategies that meet the customer’s investment objectives, and fulfill sales & service activities for the customer in accordance with approved procures and in compliance with security commissions regulations.
The goals of BMO Investment Centre are to:
Provide consistent exceptional customer service to external and internal customers.
Achieve retail sales targets with a focus on long-term mutual fund sales, booked referrals and overall customer retention.
Run a cost effective and audit effective investment centre.
90%: Sales and Service
Provide exceptional sales and service to BMO customers or prospects by handling incoming calls to BMO IC in an informed, professional and efficient manner.
As required engage in outbound calls to customers and look proactively for opportunity to enhance the customer experience by providing products that meet their investment needs.
A deep understanding of all BMO Retail Investment Products offered (Mutual Funds & GICs/Term)
A deep understanding of all types of Investment Plans offered by BMO (Registered and Non-Registered Plans)
Probe to understand customer needs and provide advice related to personal investing strategies that meet the customer’s investment objectives and manage all transactional outcomes of the call in a professional and accurate manner (e.g., complete any relevant administration requirements).
Accept and process purchase and sales orders in accordance with approved procedures and in compliance with security commission regulations.
Understand the Dalbar standards for investment calls and deliver appropriate service in alignment with standards. Correct any areas for concern in customer conversations that may impact overall Dalbar assessments of Investment Centre.
Identify opportunities to make qualified referrals to Financial Planners in BMO branches to ensure that client needs are met.
Address and resolve any customer issue or concern presented in an incoming call. This may include contacting Investment Services for more information, investigating in BMO systems to understand the underlying root cause and escalate as required to resolve the customer concern. Escalate complex or unresolved escalated customer situations to the CCM, CCAM.
Follow all BMO policies and procedures during customer calls in order to minimize risk to the business and provide the customer with appropriate information as per established regulations. Perform any required documentation after the call is completed to ensure an accurate processing of any customer request.
Maintain current knowledge of the investment industry, practises and trends and integrate into customer conversations in a professional manner.
Use applicable technology and tools to facilitate an effective conversation with the customer and drive appropriate business results.
Support pilot projects (e.g., Virtual Advisor, etc…) and other initiatives that will improve performance levels for ICOE.
Will participate in outbound activities specifically to RDSP customer to conduct a financial plan review.
Understand and support any change initiative within Investment Centre that will drive increased effectiveness in the team and its operations.
Understand key success metrics for Investment Centre and the Investment agent role and participate fully in all coaching activities to enhance skills.
10%: Risk Management & Control
Identify process improvement opportunities to increase efficiency and effectiveness of team and still maintain an exceptional level of service to the customer. Make recommendations to the CCM.
Protect BMO assets by adhering to all applicable personal banking, commercial banking, investment and lending regulations, policies and procedures, regulatory requirements, process requirements and established risk guidelines.
Maintain the confidentiality of both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank policies and procedures
Follow security and safeguarding procedures in accordance with Bank P&P for the prevention of loss due to fraud, money laundering or defalcation; identify and report suspicious and other reportable transactions or patterns of activity that are suspected to be related to money laundering.
Understand regulatory and compliance requirements that include, but are not limited to, Anti-Money Laundering and Terrorist Financing reporting requirements, Financial Consumer Agency of Canada (FCAC) consumer provision requirements and Privacy Act provisions, in accordance with Bank policies and procedures; take appropriate action.
REQUIRED: Completed Canadian Securities Course (CSC) or IFIC course and licensed –Registered Investment Services Representative
University degree or equivalent work experience
Working towards or completed financial planning designation
Knowledge of competitive market place and trends in product offerings
Knowledge and understanding of sales & service
Good knowledge of call centre technology, processes and metrics
Knowledge of all investment products, processes & procedures, industry regulations and interrelationships
Excellent communication skills (verbal & written)
Proven conflict resolution skills and organizational awareness
Some success working in a similar and/or related sales & service environment
Some understanding of Risk Management & Compliance
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.