BMO institutional client service associate coordinating onboarding, reporting, and account operations. Supporting investment clients and Institutional Sales across financial - services teams.
About the role
- Client Service Officer supporting BMO business banking clients with operational service, issue resolution, reporting, and cross-sell opportunities. Helping BMO grow market share and maximize client relationship profitability.
Responsibilities
- Provides exceptional daily operational service support to grow the Bank’s market share and maximize profitability of client relationships
- Ensures prompt and effective client problem resolution and identifies and closes or refers enhancement opportunities
- Meets client service needs through pooled call center or dedicated one-on-one relationship environments
- Demonstrates knowledge of product strengths, capabilities, limitations, upgrades, and cross-sell opportunities
- Coordinates and executes activities for strategic initiatives, tracking metrics and milestones
- Collaborates with internal and external stakeholders to deliver business objectives
- Gathers and formats data into regular and ad-hoc reports and dashboards
- Documents client requests using tracking systems
- Supports change management execution and sustainment activities
- Develops tailored messaging, including writing, editing, and distributing communications
- Provides product and service information or directs clients to appropriate sources
- Tracks collection of client service fees
- Delivers timely, accurate, and efficient service
- Listens to client concerns and diagnoses service needs
- Facilitates problem resolution and engages cross-functional representatives as appropriate
- Responds to concerns professionally while conveying ownership, competence, respect, and value of the client relationship
- Closes gaps between client expectations and experiences
- Advocates for clients and escalates service problems for timely resolution
- Identifies enhancements and cross-sell opportunities for appropriate lines of business
- Completes complex and diverse tasks and handles escalations from other employees
- Analyzes issues and determines next steps
- Performs broader work or accountabilities as assigned
Requirements
- Typically 2–3 years of relevant experience
- Post-secondary degree in related field of study desirable or equivalent combination of education and experience
- Strong oral and written communication skills
- Ability to work in a fast-paced environment handling various tasks and priorities concurrently
- Bilingual a plus
- In-depth knowledge of BMO banking products
- In-depth knowledge of customer escalation processes/practices
- Specialized knowledge
- Good verbal and written communication skills
- Good organization skills
- Good collaboration and team skills
- Good analytical and problem-solving skills
Benefits
- Performance-based incentives
- Discretionary bonuses
- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
- In-depth training and coaching
- Manager support
- Network-building opportunities
- Tools and resources to reach new milestones
- Accommodations available on request for candidates taking part in all aspects of the selection process
Job title
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Degree requirement
No Education Requirement
Location requirements
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