Bilingual Document Specialist supporting a positive customer experience in Group Benefits Administration at Sun Life by processing documents and managing inquiries.
About the role
- Home Advisor providing credit and lending-related support to BMO customers. Advising on borrowing strategies and fulfilling sales and service activities according to 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
- 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
- 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
- May research and investigate lending applications, following established processes
- 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
- Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees
- Analyzes issues and determines next steps
Requirements
- Typically between 2 – 3 years of relevant experience
- Post-secondary degree in related field of study desirable or an equivalent combination of education and experience
- Knowledge of personal lending and home financing products
- 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
- Term Investment Qualified (as required)
- Fluent in French and English
Benefits
- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Caseworker managing patient and provider support for Cencora’s Innomar Strategies. Implementing case - management protocols and providing telephone support for funding and access issues.
Bilingual Corporate Roadside Assistance Representative handling inquiries for Canadian Tire. Providing customer service with availability for scheduling between 6AM to 11PM.
Bilingual Nurse Case Manager in McKesson's Patient Support Programs. Coordinating patient education and adherence support across the treatment journey in Canada.
Senior Associate at PwC specializing in SAP consulting services for operational efficiency. Analyzing client needs and implementing software solutions across SAP applications.
SAP EAM Consultant focused on delivering SAP solutions to enhance operational efficiency for clients. Collaborating across teams to implement and support complex business processes in SAP.
Customer Payments Specialist identifying and collecting delinquent payments for Equitable Bank. Responsible for maintaining high customer service values while managing collections in residential and commercial mortgages.
Vocational Case Coordinator managing referrals for TSA and EECA programs in Canada. Collaborating with multiple stakeholders and supporting operational efficiencies in vocational services.
Bilingual Senior Integration Specialist managing ongoing data feeds for item catalogs and purchase orders at Sodexo. Collaborating with partners and technical teams to ensure accuracy and integrity of system data.
Bilingual Integration Specialist working remotely with suppliers and technical teams at Sodexo. Maintaining data integrity and collaborating on data flow solutions.