• 2364393
  • (Reference :1600022932)
  • Specialist, BMO Investment Centre€‚


  • Description
    Permanent position, 37.5h per week

    Schedule: Candidates must be available on Monday to Friday, from 8AM - 8PM.

    Location: 2015 Peel St., Montreal


    Specialist in investments is accountable to provide exceptional sales
    and service to BMO customers or prospects by handling incoming calls and
    as required outbound calls to the BMO Investment Centre. This role is
    accountable to advise customers on personal investing strategies that
    meet the customer’s investment objectives, and fulfill sales &
    service activities for the customer in accordance with approved procures
    and in compliance with security commissions regulations.The goals of BMO Investment Centre are to:
    - Provide consistent exceptional customer service to external and internal customers.- Achieve retail sales targets with a focus on long-term mutual fund sales, booked referrals and overall customer retention.- Run a cost effective and audit effective investment centre.

    Key Accountabilities:

    90%: Sales and Service
    - Provide
    exceptional sales and service to BMO customers or prospects by handling
    incoming calls to BMO IC in an informed, professional and efficient
    manner.- As
    required engage in outbound calls to customers and look proactively for
    opportunity to enhance the customer experience by providing products
    that meet their investment needs.- A deep understanding of all BMO Retail Investment Products offered (Mutual Funds & GICs/Term)- A deep understanding of all types of Investment Plans offered by BMO (Registered and Non-Registered Plans)- Probe
    to understand customer needs and provide advice related to personal
    investing strategies that meet the customer’s investment objectives and
    manage all transactional outcomes of the call in a professional and
    accurate manner (e.g., complete any relevant administration
    requirements).- Accept
    and process purchase and sales orders in accordance with approved
    procedures and in compliance with security commission regulations.- Understand
    the Dalbar standards for investment calls and deliver appropriate
    service in alignment with standards. Correct any areas for concern in
    customer conversations that may impact overall Dalbar assessments of
    Investment Centre.- Identify opportunities to make qualified referrals to Financial Planners in BMO branches to ensure that client needs are met.- Address
    and resolve any customer issue or concern presented in an incoming
    call. This may include contacting Investment Services for more
    information, investigating in BMO systems to understand the underlying
    root cause and escalate as required to resolve the customer concern.
    Escalate complex or unresolved escalated customer situations to the CCM,
    CCAM. - Follow
    all BMO policies and procedures during customer calls in order to
    minimize risk to the business and provide the customer with appropriate
    information as per established regulations. Perform any required
    documentation after the call is completed to ensure an accurate
    processing of any customer request.- Maintain
    current knowledge of the investment industry, practises and trends and
    integrate into customer conversations in a professional manner.- Use
    applicable technology and tools to facilitate an effective conversation
    with the customer and drive appropriate business results.- Support pilot projects (e.g., Virtual Advisor, etc…) and other initiatives that will improve performance levels for ICOE.- Will participate in outbound activities specifically to RDSP customer to conduct a financial plan review.- Understand
    and support any change initiative within Investment Centre that will
    drive increased effectiveness in the team and its operations.- Understand
    key success metrics for Investment Centre and the Investment agent role
    and participate fully in all coaching activities to enhance skills.

    10%: Risk Management & Control
    - Identify
    process improvement opportunities to increase efficiency and
    effectiveness of team and still maintain an exceptional level of service
    to the customer. Make recommendations to the CCM.- Protect
    BMO assets by adhering to all applicable personal banking, commercial
    banking, investment and lending regulations, policies and procedures,
    regulatory requirements, process requirements and established risk
    guidelines.- Maintain
    the confidentiality of both customer and Bank information to protect
    the customer and the Bank and to ensure compliance with Bank policies
    and procedures- Follow
    security and safeguarding procedures in accordance with Bank P&P
    for the prevention of loss due to fraud, money laundering or
    defalcation; identify and report suspicious and other reportable
    transactions or patterns of activity that are suspected to be related to
    money laundering.- Understand
    regulatory and compliance requirements that include, but are not
    limited to, Anti-Money Laundering and Terrorist Financing reporting
    requirements, Financial Consumer Agency of Canada (FCAC) consumer
    provision requirements and Privacy Act provisions, in accordance with
    Bank policies and procedures; take appropriate action.
    - REQUIRED: Completed Canadian Securities Course (CSC) or IFIC course and licensed –Registered Investment Services Representative- University degree or equivalent work experience - Working towards or completed financial planning designation - Knowledge of competitive market place and trends in product offerings- Knowledge and understanding of sales & service- Good knowledge of call centre technology, processes and metrics- Knowledge of all investment products, processes & procedures, industry regulations and interrelationships- Bilingualism French/English

    - Excellent communication skills (verbal & written) - Proven conflict resolution skills and organizational awareness- Some success working in a similar and/or related sales & service environment- Some understanding of Risk Management & Compliance

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