• 2364421
  • (Reference :1600022402)
  • Client Relationship Specialist, InvestorLine

DESCRIPTION

  • Description

    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
    Mandate

    The
    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
    relationship.

    Inquiries
    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).

    This
    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.

    . The
    specialist must seek, recognize and act upon opportunities to expand
    business relationships with clients, based on a foundation of excellent
    service.

    The
    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
    to supervisor/manager
    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
    Conversation Strategy.

    · 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
    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 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
    Schedule full-time
    Job Posting 11/22/16
    Unposting Date Ongoing

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