Senior Customer Service Representative
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Job Description
Senior Customer Service Representative at BMO provides professional support to internal and external stakeholders. Responsible for analyzing account issues and delivering timely solutions.
Responsibilities:
- Provides professional, accurate, courteous, and timely support and guidance to internal business partners and end clients
- Delivers a memorable positive experience as a trusted advisor to stakeholders, providing a source of business process, policy, procedure, product and/or system expertise
- Provides extensive business knowledge in an effective, responsible, and timely manner to aid in delivering business results and/or minimizing risk
- Builds effective relationships with internal and external stakeholders by providing professional, accurate and courteous service in a timely manner
- Identifies, research and analyze account related issues with the purpose of providing insight, recommendations and determining next steps
- Keeps up to date on new initiatives and processes, maintaining solid knowledge within subject matter specialties
- Provides positive service and support for all in-scope business groups, products, policies, and procedures
- Acts as a liaison coordinating with various areas to effectively satisfy requests or customer concerns in a timely fashion
- Notifies and provides regular updates on operational issues to business partners
- Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees
- Ensures Incident Management Processes are followed
- Organizes work information to ensure accuracy and completeness
- May support change management of varying scope and type; tasks typically focused on execution and sustainment activities
- Executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones
- Broader work or accountabilities may be assigned as needed
Requirements:
- Excellent verbal & written communication skills
- Excellent organization skills
- Strong analytical and problem-solving skills
- Ability to thrive in a fast-paced environment
- Excellent collaboration & team skills
- Good PC skills (MS Word, Excel, PowerPoint)
- Between 1-2 years of relevant experience
- Post-secondary degree in related field of study desirable or equivalent combination of education and experience
- Knowledge of the business/group processes/procedures/tools/technology
- Knowledge of applicable risk and regulatory requirements and the impact on the business/group
- Completion of, or enrollment in, the IFIC Funds course or the CSC considered an asset
Benefits:
- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
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