Customer Service Representative

Customer Service Representative

Requirements

• Fluency in English and Mandarin preferred
• Post-secondary degree or certification in related field of study is desirable
• High-level knowledge of personal, commercial and partner offers
• Confident and experienced in the use of social media, tablets, smart phones, online tools, and applications
• Highly skilled at helping people who don’t find digital applications intuitive to gain confidence in how to use them
• Basic knowledge of specialized sales and business banking solutions
• Strong interpersonal skills, including the ability to build rapport and connections with customers
• An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges
• Basic knowledge learned on the job
• Verbal & written communication skills – Basic (in business environment)
• Organization skills – Basic (in business environment)
• Collaboration & team skills – Basic (in business environment)

Responsibilities

• Delivers exceptional service to BMO customers and prospects
• Identifies customer needs and provides advice and guidance regarding financial solutions
• Works collaboratively within the branch and with BMO partners
• Supports customer requests for banking services, including handling transactions
• Welcomes customers warmly and meets their banking service and transactional needs
• Offers advice and guidance on available digital and self-serve options
• Reviews customer profiles and engages customers in a needs-based conversation
• Contributes to meeting branch business results and the customer experience
• Supports operational activities (e.g. inventory management, escalated service requests)
• Manages, loads, and reconciles cash transactions between treasury and various branch units
• Executes routine tasks (e.g. service requests, transactions, queries) within relevant service level agreements
• Acts as a key member of a collaborative and versatile branch and market team
• Probes to understand customer personal banking and credit card needs
• Organizes work information to ensure accuracy and completeness
• Takes the initiative to find creative approaches that make each customer’s experience feel personal
• Looks for ways to contribute to the ongoing improvement of the overall branch customer experience
• Follows through on risk and compliance processes and policies
• Keeps current with the wider financial services marketplace
• Maintains current knowledge of personal banking products, practices, and trends
• Identifies and reports suspicious patterns of activity
• Complies with legal and regulatory requirements for the jurisdiction
• Protects the Bank’s assets in compliance with all regulatory, legal, and ethical requirements
• Completes standardized tasks under supervision
• Performs initial problem solving within given rules/limits & escalates when required

Preferred Qualifications

• Fluency in Mandarin preferred
• Post-secondary degree or certification in related field of study is desirable