Customer Support Representative
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Job Description
BMO Insurance customer support representative guiding bank clients through group and travel insurance enrollment. Providing digital support, product information, and compliant service through inbound and outbound channels.
Responsibilities:
- Engage with BMO bank clients through inbound and outbound channels to support group insurance products
- Provide general information on group insurance products and guide clients to appropriate online resources and tools
- Direct clients to complete applications through digital platforms
- Support customer enrollment in travel insurance by guiding them through the required steps
- Meet and exceed performance metrics, including call handling, client experience, and service quality standards
- Utilize internal systems and tools to track interactions and support client follow-ups
- Identify opportunities to enhance the client experience through effective communication and service
- Stay current on BMO Insurance product offerings, market trends, regulatory changes, and competitor activity
- Adhere to regulatory guidelines and internal policies while ensuring no advisory services are provided
- Document all client interactions accurately according to compliance standards and audit requirements
- Champion BMO’s values and maintain integrity and professionalism in every client interaction
Requirements:
- Previous experience in customer service, sales, or contact center environments is preferred
- Strong communication and interpersonal skills with a client-first mindset
- Ability to clearly explain information and guide clients through processes
- Comfortable using digital tools, CRM platforms, and virtual engagement channels
- Results-oriented with the ability to work in a fast-paced, performance-driven environment
- Growth mindset with a genuine passion for continuous learning and career advancement
- Experience in customer retention and complaint resolution is an asset
- Adhere to all regulatory guidelines and internal policies
- Ensure no advisory services are provided
- Ensure accurate documentation in accordance with compliance standards and audit requirements
Benefits:
- Competitive compensation, benefits, and incentive structure
- Continuous learning and development opportunities
- Access to BMO’s extensive training resources
- Dynamic, inclusive, and collaborative culture
- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
- In-depth training and coaching
- Manager support and network-building opportunities
- Accommodations available on request for candidates taking part in all aspects of the selection process
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