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Permanent position, 37.5h per week
Schedule: candidates must be available from Monday to Friday, between 8am and 8pm
Location: 2015 Peel St., Montreal
Start date: January 30, 2017
Client Relationship Specialist’s primary responsibility is to provide
our clients superior customer service experience. Being the first point
of client contact, the speacialist core mandate is to assist our clients
with questions related to their BMO InvestorLine accounts, accept
trading instructions on a variaty of investment vehicles, educate our
clients on BMO InvestorLine products and services as well as look for
opportunities to enhance the overall client experience and expand the
or instructions around customer service will range from assisting with
registered or non-registered account opening and maintenance, rates and
program fee structures, corporate reorganisations, cash movements,
margin lending as well as online support around tools/services/products
offered through BMO InvestorLine website. 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. The specialist will leverage on the BMO InvestorLine Customer
Connect model with the ultimate goal of buildying and solidifying
customer loyalty that will positively reflect in individual and overall
firm’s Net Promoter Score (NPS).
incumbent will be IIROC licensed. The specialist will accept trading
instructions from our clients on a wide range of investment products
such as stocks, ETFs, bonds, GICs, mutual funds, hedge funds, money
market instruments, etc. Thus the specialist is responsible for meeting
the IIROC initial licensing requirements as well as the IIROC Continuing
Education requirements to maintain an active license. Considering the
heavily regulated industry, the incumbent is responsible for
understanding and adhering to all internal policies and industry rules
and regulations as well as be able to clearly explain/educate such
complex matters to our customers. The specialist will act as the
first-level gatekeeper and is responsible for obtaining the various
approvals in order to satisfy industry regulators (IIROC) and strict
internal audit guidelines. To ensure compliance, regulatory and risk
mitigation requirements are followed, all approvals are to be carried
out using a high degree of due diligence.
specialist must seek, recognize and act upon opportunities to expand
business relationships with clients, based on a foundation of excellent
specialist provides input to develop and achieve team objectives. Works
toward meeting productivity goals. Acts independently within specific
industry and regulatory guidelines. The representative must have
flexibility with work assignments and schedules as assigned, will
operate in multiple working relationships/partnerships/environments.
The specialist will be resolving issues and reporting any discrepancies
95%: Service and Productivity
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
· Managing work within a number of specific productivity targets
Take “ownership” of customer satisfaction by handling any
problems/issues effectively, with empathy and escalating as appropriate.
· Ensure trading instructions and all ticket creations are executed with accuracy.
5%: Personal Development
· Successfully meet all core courses and IIROC CE requirements
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
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 and Skills :· Candidates will have to
successfully complete Canadian Securities Course, Conduct and Practices
Handbook, Derivatives Fundamentals Course and Canadian Options Course· Knowledge and understanding of industry regulations & standard· Broad knowledge and understanding of BMO InvestorLine Inc. products and services· Excellent customer service skills· Exceptional telephone and communication skills· Great ability to seek, recognize and act upon opportunities to expand business relationships with clients· University or Community College diploma/degree or equivalent experience· Strong math skills – ability to calculate margin requirements· 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· Must be resourceful, patient and resilient · The incumbent should be self-motivated and have the ability to work independently· Fully bilingual, French and English· Operates in multiple working relationships/partnerships/environmentsGeneral computer knowledge (Word, Excel, Windows)At
our company, we have been helping our customers and communities for
over 195 years. Working with us means being part of a team of talented
and passionate individuals with a shared focus on working together to
deliver great customer experiences. We stand behind your success with
the support you need to turn your potential into performance.To find out more visit our website at www.bmo.com/careers.BMO
Financial Group is committed to an inclusive, equitable and accessible
workplace. By embracing diversity, we gain strength through our people
and our perspectives. We welcome and encourage applications from people
with disabilities. Accommodations are available on request for
candidates taking part in all aspects of the selection process.
Job Call Centre
Primary Location Canada-Quebec-Montreal
Organisation North American CCC-X000702
Job Posting 11/22/16
Unposting Date Ongoing
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