• 2362177
  • (Reference :1600021863)
  • Wealth Management - Universal Associate

DESCRIPTION

  • Description

    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
    Mandate:

    The
    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.

    The
    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).


    70%:
    Service & Productivity
    ·
    Provide
    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
    ·
    Projecting
    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.
    ·
    An
    understanding of all types of Investment Plans offered by BMO (Registered and
    Non-Registered Plans)
    ·
    A
    working understanding of BMO banking products and services
    ·
    Accept
    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
    professional manner.
    ·
    Use applicable technology and tools to facilitate
    an effective conversation with the customer and drive appropriate business
    results.
    ·
    Understand and support any
    change initiative that will drive increased effectiveness in the team and its
    operations.
    ·
    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
    strategies.
    ·
    Assist in business
    development and other administrative matters

    15% Sales &
    Referrals
    ·
    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
    ·
    Identify process
    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.
    ·
    Maintain the
    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
    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.


    5%: Personal
    Development
    ·
    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.
    Qualifications
    Knowledge:
    - 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)

    Skills:
    - 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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