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Permanent position, 37.5h per week
Schedule: Candidates must be
fully flexible and available between 8am and 8pm on Monday to Friday , and between 9am to 5pm on Saturday and Sunday.
Location: 2015 Peel St., Montreal
Universal Wealth Associate’s primary responsibility is to provide our
clients and potential clients a superior customer service experience.
Being the first point of client contact, the Universal Wealth Associates
core mandate is to assist our clients with questions related to their
Wealth accounts. Inquiries or instructions around customer service will
range from assisting with password resets, registered or non-registered
account opening and maintenance, provide account balances and details
regarding client accounts, cash movements, provide quotes and symbol
searches, handle term investment inquiries, purchases and redemptions,
as well as general navigation of Wealth websites.
incumbent must be resourceful, patient and resilient and able to resolve
client inquires through a willingness to use an open, direct, and fair
minded approach to clearly communicate with our clients. Taking
ownership of issues is critical. Achieve sales targets with a focus on
retail Term and GIC products, booked referrals and overall customer
retention. The Universal Wealth Associate will leverage the Customer
Conversations model with the ultimate goal of building and solidifying
customer loyalty that will positively reflect in individual and overall
firm’s Net Promoter Score (NPS).
Service & Productivity
exceptional service to BMO Wealth clients or prospects by handling incoming
calls in an informed, professional and efficient manner.
Address and resolve any customer issue or concern
presented in an incoming call. This may include contacting Operations and
Support teams 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
Manager or/ Assistant Manager
a positive and professional image showing each customer that they are highly
valued, demonstrating to customer honesty and conducting all communications in
accordance with established Customer Conversation Strategy.
understanding of all types of Investment Plans offered by BMO (Registered and
working understanding of BMO banking products and services
and process purchase and sales orders in accordance with approved procedures
and in compliance with security commission regulations.
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, practices and trends and integrate into customer conversations in a
Use applicable technology and tools to facilitate
an effective conversation with the customer and drive appropriate business
Understand and support any
change initiative that will drive increased effectiveness in the team and its
Managing work within a
number of specific productivity targets
Identify opportunities to
make qualified referrals to BMO Partners; apply professional needs-based sales
and service principles, practices and techniques related to personal investing
Assist in business
development and other administrative matters
15% Sales &
Proactively identify opportunities based on
customer transactions, stated or uncovered needs identified in customer
conversations, fulfilling where appropriate and generating referrals to BMO
partners based on customer need and preference in accordance.
Probe to understand customer needs in order to grow
share of wallet with existing clients.
Accept and process purchase orders in accordance
with approved procedures and in compliance with disclosures.
Provide exceptional sales and service to BMO
customers or prospects by handling incoming calls in an informed, professional
and efficient manner.
10%: Risk Management & Control
improvement opportunities to increase efficiency and effectiveness of team and
still maintain an exceptional level of service to the client.
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.
confidentiality of both client 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
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.
Takes appropriate steps to update skills and
abilities to maintain capabilities within the current role position. Understands the need for ongoing training and
learning. Responds constructively to
feedback and suggestions
Takes the initiative for identifying and acting
upon personal skill areas to be developed. May seek opportunities to apply new
learning outside current job scope.
- Knowledge and understanding of investment products, processes & procedures and regulatory regulations.- General knowledge and understanding of Wealth Management products.- Good knowledge of call centre technology, processes and metrics.- A
good understanding of all BMO Retails Investment GIC and Term products
offered and a basic understanding of Mutual Fund products.- An understanding of all types of Investment Plans offered by BMO (Registered and Non-Registered Plans)- Great ability to seek, recognize and act upon opportunities to expand business relationships with clients- University or Community College diploma/degree or equivalent work experience- Working towards or the successful completion of Canadian Securities Course or IFIC (nice to have)
- Fully bilingual, French and English required- Excellent customer service skills; exceptional telephone and communication skills- Goal and achievement oriented- Analytical and problem solving skills- Ability to work in a high stress environment- Ability to adapt in a fast-paced, changing environment- Is comfortable learning new technology platforms- Must be resourceful, patient and resilient - The incumbent should be self-motivated and have the ability to work independently- Some understanding of Risk Management and Compliance.- Language skills as per regional requirements- Operates in multiple working relationships/partnerships/environments- General computer knowledge (Word, Excel, Windows)
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