Bilingual Specialist I – Customer Experience, Complaint Resolution
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Job Description
BMO complaint resolution specialist reviewing complex banking complaints and drafting customer responses. Supporting bilingual clients remotely from Quebec while improving complaint processes.
Responsibilities:
- Conduct impartial reviews of unresolved customer complaints regarding Bank products and services
- Find collaborative solutions that balance customer and bank needs
- Assess and improve work processes to maximize group effectiveness and efficiency
- Develop, maintain, and service client relationships
- Identify improvements supporting overall client experiences
- Provide subject matter expertise on products, processes, and operating systems
- Build relationships with BMO partners and leaders
- Monitor and track performance and address issues
- Manage resolution processes for unresolved complaints
- Draft and deliver response letters aligned with processes and guidelines
- Prepare customer documentation and executive summaries for complex cases
- Review and triage incoming complaints and escalate urgent, sensitive, or reputational issues
- Participate in business-led process-improvement initiatives
- Provide feedback on complaint-process trends
- Ensure compliance with Bank policies and procedures, including privacy, money laundering, and fraud requirements
- Apply the Risk Management Framework and make risk-informed decisions
Requirements:
- Typically 3–5 years of relevant experience
- Post-secondary degree in a related field of study or an equivalent combination of education and experience
- In-depth reasoning and problem resolution skills
- Specialized knowledge from education and/or business experience
- In-depth verbal and written communication skills
- In-depth collaboration and team skills
- In-depth analytical and problem-solving skills
- In-depth influence skills
- Fluency in French and English
- Ability to support clients and team members inside and/or outside the province of Quebec
- Ability to work within Bank policies, procedures, laws, regulations, and risk-management requirements
Benefits:
- Performance-based incentives
- Discretionary bonuses
- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
- In-depth training and coaching
- Manager support
- Network-building opportunities
- Tools and resources to reach new milestones
- Accommodations available on request for candidates taking part in all aspects of the selection process
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