BMO complaint resolution specialist resolving complex customer complaints about banking products and services remotely in Ontario. Analyzing cases, advising stakeholders, and improving complaint processes.
About the role
- BMO complaint resolution specialist reviewing complex banking complaints and drafting customer responses. Improving processes and coordinating risk-sensitive solutions for Quebec clients.
Responsibilities
- Conduct impartial reviews of unresolved customer complaints regarding bank products and services
- Find collaborative solutions to resolve customer complaints and inquiries while balancing customer and bank needs
- Develop, maintain, and service client relationships
- Identify improvements to support overall client experiences
- Monitor quality control and customer service levels
- Identify and communicate policy and process enhancements to prevent similar complaints
- Influence and negotiate to achieve business objectives
- Act as a trusted advisor and subject matter expert for internal and external stakeholders
- Recommend and implement solutions based on analysis of issues and business implications
- Assist in developing strategic plans and business plans
- Identify emerging issues and trends to inform decision-making
- Collaborate with legal, media, privacy, and other specialized BMO units on high-risk contentious cases
- Coordinate databases and ensure data governance alignment and integration
- Analyze strategic problems, data, and information to provide insights and recommendations
- Monitor and track performance and address issues
- Develop communication plans, tailored messaging, and distribution channels
- Lead operational programs and adapt execution as needed
- Monitor regulatory developments and implement required policy and process changes
- Participate in onboarding and training new team members and review work as required
- Manage the resolution process for unresolved complaints
- Draft and deliver customer response letters
- Prepare customer documentation and executive summaries for complex cases
- Review, triage, and escalate incoming complaints, including urgent, sensitive, and reputational issues
- Participate in initiatives identifying customer-focused process improvements
- Provide feedback on trends identified through the complaint process
- Ensure compliance with bank policies and required operational effectiveness activities
- Take risk-informed decisions aligned with business strategy and BMO’s Risk Management Framework
Requirements
- Typically 6–7 years of relevant experience
- Post-secondary degree in a related field of study or an equivalent combination of education and experience
- In-depth knowledge of products, services, and operations
- In-depth reasoning and problem resolution skills
- In-depth negotiation skills
- In-depth investigative, research, and analytic skills
- Working knowledge of lending, personal, and small business banking
- Working knowledge of competitive marketplace and trends in product offerings
- Deep knowledge and technical proficiency gained through extensive education and business experience
- In-depth verbal and written communication skills
- In-depth collaboration and team skills
- In-depth analytical and problem-solving skills
- In-depth influence skills
- In-depth data-driven decision-making skills
- Fluency in French and English
- Ability to support clients and team members inside and/or outside the province of Quebec
- Compliance with applicable policies, procedures, laws, and regulations
Benefits
- Performance-based incentives
- Discretionary bonuses
- Other perks and rewards
- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
- In-depth training and coaching
- Manager support
- Network-building opportunities
- Accommodations available on request for candidates taking part in all aspects of the selection process
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