About the role

Customer Support Advisor at BMO making outbound calls to clients to process applications. Guiding clients on documentation requirements to complete their applications in a timely manner.

Responsibilities

Conduct outbound calls to clients to follow up on incomplete applications or missing documentation and clearly communicate requirements
Respond to client inquiries, issues, and requests in a professional and timely manner
Review submitted documents, identify gaps, and guide clients on next steps to ensure completion
Manage client interactions end-to-end, ensuring requests are resolved or routed to the appropriate internal teams
Escalate complex or unresolved issues to senior team members when required
Accurately document all client interactions and ensure updates are recorded in accordance with procedures
Maintain confidentiality of client and Bank information at all times
Monitor and report any suspicious activity in line with Anti-Money Laundering (AML) requirements
Adhere to all regulatory and compliance standards, including AML, Terrorist Financing, FCAC consumer provisions, and Privacy Act requirements
Stay informed on internal processes, policies, and relevant updates to support accurate guidance to clients
Complete assigned tasks within defined guidelines and escalate issues as needed

Typically 1–2 years of relevant experience
Post-secondary education in a related field is an asset or equivalent combination of education and experience
Fluency in spoken Mandarin and or Cantonese is strong asset
High school diploma or equivalent work experience required
Good organizational, collaboration, and teamwork skills
Basic understanding of risk management and compliance practices
Familiarity with BMO InvestorLine products and services is an asset
Working towards the Canadian Investment Regulatory Exam (CIRE) via CIRO is preferred