About the role

BMO bank client service associate supporting lending operations, resolving escalations, and improving customer experiences. Analyzing feedback, producing reports, and ensuring compliant service delivery across Quebec locations.

Responsibilities

Provide daily operational service support and deliver exceptional client experiences
Resolve client problems, transactional requests, escalations, investigations, and service needs promptly and effectively
Identify, address, or refer enhancement opportunities during client service interactions
Engage with clients to understand and diagnose service needs and assess the effectiveness of resolutions
Publish regular and ad-hoc reports and dashboards
Demonstrate knowledge of products and services and direct clients to relevant resources
Contribute to new product or service development using client interaction insights and market analysis
Collect and analyze client feedback to identify service gaps and optimize client satisfaction
Ensure client interactions, documentation, and resolutions comply with bank policies, regulatory requirements, and internal controls
Handle complex and diverse tasks, including escalations from other employees
Analyze issues and determine next steps
Apply BMO's Risk Management Framework and make sound, risk-informed decisions aligned with business strategy and applicable policies, laws, and regulations

2–3 years of relevant experience in Client Relationship, Financial Services, or Service Excellence in a corporate or banking environment preferred
Bachelor's degree preferred; Business Administration, Finance, or Marketing preferred
Related discipline or commensurate work experience considered
Foundational proficiency in Regulatory Compliance, Document Management, Problem-Solving, and Collaboration
Intermediate proficiency in Product Knowledge, Data Analysis, Reporting, Microsoft Office, Detail-Oriented work, and Teamwork
Ability to apply risk management principles and comply with policies, laws, regulations, and internal controls