Bilingual BMO Insurance Service Centre Analyst

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#bmoinsurance

The Bilingual BMO Insurance Service Center (BISC) Analyst will play a key role in supporting the bank's purpose of "Boldly Grow the Good in Business and Life.” As an integral member of the BMO Retail Insurance Operations Team, the BISC Analyst is responsible for handling customer inquiries, supporting internal partners, processing complex insurance transactions, and investigating complaints related to insurance products and services. This role also helps drive customer retention through proactive outreach and by delivering customer-first solutions.

Key Responsibilities

Operations:

• Handle complex insurance inquiries and process non-routine transaction accurately.
• Investigate escalated complaints and provide resolution recommendations to management.
• Analyze reports to support compliance and identify process improvements.
• Collaborate with internal teams and insurance partners to meet service goals.
• Prioritize tasks to meet Standard level agreement (SLA), escalate issues as needed.
• Support training, process updates, and operational improvements.
• Ensure adherence to policies, procedures, and regulatory requirements.

Customer Interactions & Retention:

• Deliver professional, empathetic service across phone, email, and written channels.
• Engage with customers to understand insurance needs and offer tailored solutions, using a consultative, client - first approach.
• Conduct proactive outreach to educate customer on insurance benefits.
• Provide product guidance to support branch teams and retention goals.
• Log and track all interactions for reporting and insights.
• Resolve complaints with customer first approach to ensure satisfaction.

Qualifications:

• 2-3 years of experience in insurance, financial services, or customer operations.
• In-depth knowledge of Creditor Insurance Products.
• Strong analytical, problem-solving and communication skills.
• Bilingual (English/French) required.
• Confidence in handling sensitive matters independently and professionally.
• Experience in customer retention, complaint resolution is an asset.
• Tech-savvy with comfort using CRM platforms, digital tools, and virtual client engagement methods.
• Growth mindset with a genuine passion for continuous learning and career advancement.

Why Work at BMO:

• Be part of a purpose-driven organization focused on helping customers and communities.
• Work in a supportive and inclusive team environment that values teamwork and personal growth.
• Access career development, training, and advancement opportunities.
• Make a meaningful impact through customer-focused problem solving.
• Contribute to an organization that values innovation, integrity and continuous improvement.

Salary :

Pay Type:

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit:

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.