Virtual Estate Specialist – Bilingual, French/English
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Job Description
Virtual Estate Specialist supporting estate-related settlements for deceased BMO customers. Collaborating with executors, liquidators, and branch employees to enhance customer experience and ensure compliance.
Responsibilities:
- Works with executors, liquidators, and branch employees to process estate-related settlements for deceased BMO customers
- Provides support, guidance, and expertise to ensure customer experience during this difficult time is seamless and effortless
- Probes to understand the banking needs of the estate and integrates marketing promotions and programs into customer conversations as appropriate
- Completes needs assessment to identify and recommend financial solutions and preferred banking channels
- Handles calls and requests in an informed, professional, and efficient manner
- Contacts the customer / executor / liquidator to obtain necessary information for the estate case; ensures customer stays informed of status and outcomes
- Stays abreast of consumer needs, industry trends and best practices, and the regulatory environment as it relates to the products and services provided
- Collaborates with internal and external stakeholders in order to deliver on business objectives
- May provide training and coaching to junior associates as needed
- Executes work to deliver timely, accurate, and efficient service
- Completes all tasks related to estate processes as per legal and regulatory requirements and the Bank’s policies and processes
- Works collaboratively with BMO partners and specialists to ensure a common understanding of customer cases
- Reviews all legal documents provided by clients
- Answers service requests and calls as needed
- May make outbound calls to customers to request information
- Maintains the confidentiality of customer and Bank information
- Works in collaboration with BMO partners by providing subject matter expert advice on how to handle errors, complex issues, and escalations
- Adheres to regulatory and compliance requirements, including various reporting requirements
- Follows established processes and procedures to resolve errors and issues as needed
- Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees
- Analyzes issues and determines next steps
Requirements:
- Typically between 2 - 3 years of relevant experience
- Post-secondary degree in related field of study desirable or an equivalent combination of education and experience
- Must meet the licensing and certification requirements for the team / branch / jurisdiction where the mandate is being fulfilled
- Knowledge of Estate and Deceased topic – In-depth
- Understanding of risk and regulatory requirements
- Knowledge of systems and applications – Working
- Knowledge of workflow priorities and deadlines – Good
- Specialized knowledge
- Verbal & written communication skills - Good
- Organization skills - Good
- Collaboration & team skills - Good
- Analytical and problem solving skills - Good
- Fully available Monday to Saturday for all shifts possible
- Fluent in French and English
Benefits:
- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
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