About the role

BMO Insurance customer representative supporting Canadian bank clients with group and travel insurance information. Guiding applications, digital tools, enrollment, and compliant client service.

Responsibilities

Engage with BMO bank clients through inbound and outbound channels to support group insurance products
Provide general information on group insurance products and guide clients to online resources and tools
Direct clients to complete applications through digital platforms
Support enrollment of customers in travel insurance by guiding them through required steps
Meet and exceed call handling, client experience, and service quality performance metrics
Use internal systems and tools to track interactions and support client follow-ups
Identify opportunities to enhance the client experience through communication and service
Stay current on BMO Insurance products, market trends, regulatory changes, and competitor activity
Follow regulatory guidelines and internal policies without providing advisory services
Accurately document client interactions according to compliance and audit requirements
Champion BMO’s values and maintain integrity and professionalism in client interactions

Previous experience in customer service, sales, or contact center environments is preferred
Strong communication and interpersonal skills with a client-first mindset
Ability to clearly explain information and guide clients through processes
Comfortable using digital tools, CRM platforms, and virtual engagement channels
Results-oriented ability to work in a fast-paced, performance-driven environment
Growth mindset and passion for continuous learning and career advancement
Experience in customer retention and complaint resolution is an asset
Must adhere to regulatory guidelines and internal policies
Must ensure no advisory services are provided
Must accurately document client interactions in accordance with compliance and audit requirements