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Permanent position (must be available to work statutory holidays)
Schedule: Monday to Friday, 9:30am to 6pm
Location: Place Bonaventure, 800 de la Gauchetiere W., Montreal
Department: FX Verbal Confirmations
Accountable to provide excellent customer service and support to assigned business groups and/or customers, acting as the first point of contact for customer transaction, product and/or process inquiries through email, fax, telephone, and workflow technology. Accountable to proficiently support one or more call flow queues at the required service level or better, applying thorough knowledge within subject matter specialties. Represent assigned internal business partners within the portfolio professionally, solving more complex issues on a timely basis.
Product & Process• Provide cost-effective first-level business support by applying appropriate solutions and/or performing research, investigation and problem-solving.• Review and respond to all customer inquiries (phone, fax, email and workflow technology) with high quality, professional service and within operating standards, and complete required transactions, corrections and related communications.• Resolve the majority of issues as specified in the service level agreement/ business partner agreement (SLA/ BPA) as the first point of contact.• Provide excellent customer service in the resolution of more complex customer issues, and provide regular updates to manager and internal business partners.• Resolve discrepancies/ exceptions that frequently deal with non-routine situations, requiring further analysis or investigation.• Enable productive relationships with internal business partners and other functions through responsiveness and support. Proactively work with others (i.e., own team, shared service centre, other operational areas, internal business partner and/or external customer) to ensure delivery of timely, quality and efficient customer service.• Provide on-the-job assistance and training to others, as requested.• Process and/or fulfill more complex, non-routine transactions.• Address and resolve repetitive problems that may negatively impact customers; escalate to manager, where necessary.
Risk & Control• Keep informed of changes in regulatory requirements and Bank standards, policies and procedures (P&Ps) relating to product area(s).• Understand and follow regulatory and compliance procedures.• Escalate complex issues that require resolution by more senior team members, as per guidelines.• Identify potential risk situations/ impacts, and make recommendations or escalate to the manager.• Monitor customer issues to ensure key controls are followed and exceptions are actively investigated; escalate to the manager, as appropriate.• Provide information for regulatory reporting and audit queries.• Ensure adherence to all aspects of FirstPrinciples, Our Code of Business Conduct and Ethics Corporate Policy, as well as all applicable legislation, regulatory rules and requirements, and Bank standards, P&Ps for such things as potential conflicts of interest, safeguarding of customer information, trading in securities, anti-money laundering, privacy and disclosure of outside business activities.• Ensure strict confidentiality is maintained for both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank P&Ps.• Follow security and safeguarding procedures and apply appropriate due diligence in accordance with Bank policy for the prevention of loss due to such things as fraud or defalcation.
Business Performance Management• Meet performance targets for all channels of contact in fostering customer relationships.• Monitor service delivery performance and quality, providing reports to the manager for the purpose of optimizing operational effectiveness.• Deliver exceptional customer service that builds trust through responsive, accurate, consistent, knowledgeable and available services and support.• Align individual performance goals to team and organizational goals. Work with the team to achieve performance goals and increase productivity.• Demonstrate behaviours that are consistent with “Our Way” model and aligned with BMO values.
• University degree/college diploma or equivalent work experience
• 2 years of related customer service experience
• Good knowledge of standard desktop applications used by the business unit
• Good knowledge and understanding of the business unit’s key products and services, processes and controls
• Good understanding of the business unit’s risk and regulatory requirements
• Good knowledge of departmental systems and applications
• Good knowledge of workflow priorities and deadlines in processing areas that interface with the business unit
• Good analytical and problem-solving skills
• Good investigation skills
• Good prioritization skills
• Good organizational skills
• Strong customer service skills and team work
• Good oral, written and listening communication skills, with ability to explain procedures and legal requirements clearly and concisely
• Good attention to detail
• Ability to multi-task in a fast-paced environment
.Bilingual (French & English)
*Must be available to work statutory holidays
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