Customer Service Representative

at  BMO Financial Group

You have a passion for helping others. As a Customer Service Representative, you will support customer requests related to banking services including handling transactions and supporting customers who walk into the branch.
By proactively identifying customer needs and initiating referrals to appropriate team members, you will contribute to the results and the overall experience delivered in the branch. You will look for ways to contribute to the ongoing improvement of the overall branch customer experience.

KEY ACCOUNTABILITIES:

• Be a key member of a collaborative and versatile branch & market team
• Welcome warmly customers & meet their banking service needs including transactions, with seamless execution
• Offer advice and guidance on the digital and self-serve options available with the goal of making it easy, simple and fast to bank with BMO
• Review the customer profile and engage customers in a needs based conversation to identify potential opportunities and address every day banking plans and credit card needs
• Initiate referrals to the appropriate team member to ensure that BMO is able to address all of the customer needs
• Take the initiative and find creative approaches to make each customer’s experience feel personal
• Support required operational activities, including, but not limited to: inventory management, escalated service requests, following up on customer applications, filing, opening & closing activities
• Independently manage, load & reconcile cash transactions between treasury and various branch units (e.g., CRU, etc…)
• Follow through on the risk and compliance processes and policies to ensure we safeguard our customers’ assets, maintain their privacy, act in their best interests, and ensure an effectively run branch
• Protect the Bank’s assets and comply with all regulatory, legal and ethical requirements
  Qualifications

SKILLS:

• Projects a professional presence; proactively engages customers in complete conversations about their personal banking needs; listens actively to understand customer needs, clearly explains potential solutions and their benefit to the customer
• Learns quickly and is motivated to apply new knowledge
• Is collaborative, enjoys helping others and being part of a team
• Identifies opportunities for referrals and makes smooth hand offs to partners in BMO FG

KNOWLEDGE:

• High school diploma or equivalent work experience
• Completion of internal BMO training program, including customer experience and conversation training.
• High-level knowledge of personal, commercial and partner offers, and how each can best serve customers’ individual needs