Bilingual Patient Care Navigator managing patient enrollments, reimbursement, and service coordination for Sentrex Health Solutions. Providing dedicated support to patients and healthcare teams for optimal therapy access.
About the role
- Bilingual Assistant Manager providing credit and lending-related sales and service to BMO customers. Advising on borrowing strategies and fulfilling sales and service activities according to approved procedures.
Responsibilities
- Understands customer needs and provides credit and lending-related sales and service to BMO customers or prospects
- Advises customers on borrowing strategies and products that meet their objectives
- Fulfills sales and service activities for the customer in accordance with approved procedures
- Identifies and makes referrals to other business groups
- Works through various channels based on the market needs to deliver the desired customer experience and achieve overall business objectives
- Provides advice and guidance to assigned business/group on implementation of solutions
- Supports the execution of strategic initiatives in collaboration with internal and external stakeholders
- Oversees team performance when Manager is absent
- Develops and executes short term tactics/plans to drive specific behaviours, activities, and results
- Executes development plans and coaching activities as delegated by the manager
- May provide training and coaching to junior associates as needed
- Probes to understand customer needs and provides advice related to personal banking and borrowing strategies in the best interests of the customer
- Manages all transactional outcomes of customer contacts or defers to appropriate internal business groups
- Escalates complex or unresolved customer situations to managers as required
- Performs any required documentation to ensure customer’s requests are accurately processed
- Maintains current knowledge of personal banking and lending products, practices, and trends and integrates into customer conversations in a professional manner
- May research and investigate lending applications, following established processes
- Handles customer contacts in an informed, professional, and efficient manner
- Integrates marketing promotions and programs into customer conversations, where appropriate
- Maintains the confidentiality of customer and Bank information
- Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering
- Adheres to regulatory and compliance requirements
- Makes credit decisions / recommendations in accordance with sound credit-granting principles and in compliance with Bank Policy & Procedures
- Uses authorized credit qualifications as needed to fulfill customer requests
- Works mostly independently
Requirements
- Typically between 3 – 5 years of relevant experience
- Post-secondary degree in related field of study or equivalent combination of education and experience
- Knowledge of personal lending and home financing products
- BMO ALD and/or UDL certification preferred
- Experience with Credit Card lending preferred
- Knowledge of competitive marketplace and trends in product offerings
- Knowledge of contact centre operational processes and policies
- Knowledge of call centre technology, processes and metrics
- Verbal & written communication skills - In-depth - in both French and English
- Collaboration & team skills - In-depth
- Analytical and problem solving skills - In-depth
- Influence skills - In-depth
Benefits
- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
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