First Nations / Inuit / Métis – Associate, Everyday Banking

at  BMO Financial Group

VIRTUAL59 - HomeRes - ON - BMO XXXXX Ontario,X0X 0X0
We invite all experienced and aspiring First Nations / Inuit / Métis professionals to apply to roles featured on BMO’s Indigenous Careers landing page, as well as all those on BMO’s Career Page.
Qualified First Nations / Inuit / Métis applicants applying through these postings will be considered for open job vacancies, where they exist, or added to our Indigenous Talent Network and matched to other upcoming opportunities.
This is part of BMO’s ongoing commitment to Indigenous applicants. Our recruitment team will reach out to those selected for further consideration.

Understands customer needs and provides credit and lending-related sales and service to BMO customers or prospects. Advises customers on lending/credit strategies and products that meet their objectives. Fulfills sales and service activities for the customer in accordance with approved procedures. Identifies and makes referrals to other business groups as needed.

• Integrates marketing promotions and programs into customer conversations when appropriate.
• Probes to understand customer needs and provides advice related to personal banking and lending strategies in the best interests of the customer.
• Escalates complex or unresolved customer situations to managers as required.
• Performs any required activities to ensure customer’s requests are accurately processed.
• Maintains current knowledge of personal banking products, practices, and trends and integrates into customer conversations in a professional manner.
• Collaborates with internal and external stakeholders in order to deliver on business objectives.
• Manages all transactional outcomes of customer calls or refers to appropriate internal business groups.
• Maintains the confidentiality of customer and Bank information.
• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
• Adheres to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing reporting requirements, Financial Consumer Agency of Canada (FCAC) consumer provision requirements and Privacy Act provisions.
• Completes standardized tasks under supervision.
• Performs initial problem solving within given rules/limits & escalates when required.
• Broader work or accountabilities may be assigned as needed.

QUALIFICATIONS:

• High school diploma or equivalent work experience.
• Knowledge of personal banking products.
• Knowledge of competitive marketplace and trends in product offerings.
• Knowledge of contact centre operational processes and policies.
• Knowledge of call centre technology, processes and metrics.
• Basic knowledge learned on the job.
• Verbal & written communication skills - Basic (in business environment).
• Organization skills - Basic (in business environment).Collaboration & team skills - Basic (in business environment).

• This is remote work-from home role where you’ll be connected to our systems and software.
• Access to a secure and private home workspace is required.
• A solid internet connection (download speed –25 mbps; upload speed –5 mbps) is required.
• Once your training is completed you will be assigned a stable shift, which may include evenings and weekends. Most schedules include working every Saturday or every Sunday. Shift changes generally occur a few times a year and are communicated at least 30 days in advance.
• The role requires you to be comfortable using a laptop (provided by BMO) and be familiar with the basics of a Windows operating system and applications. If you aren’t familiar, be prepared to discuss your interest in learning more with a member of our team.
• Full and continuous training – you will be fully trained and supported to succeed in your role, with additional learning opportunities and pathways available to you as an employee.
• Training may take up to 12 weeks from the date you start. For the duration of the training, you will be on a Monday to Friday daytime schedule (excluding Bank holidays).
• Please note that no vacation or non-urgent absences are allowed during this time.