Customer Service Representative (retail store)

Retail Banking Sales & Service

Delivers exceptional service to BMO customers and prospects. Identifies customer needs and provides advice and guidance regarding financial solutions that are in the best interests of customers. Works collaboratively within the branch and through various channels with BMO partners to deliver the desired customer experience and achieve overall business objectives.

Identifies customer needs and initiates referrals to BMO colleagues.

Supports customer requests for banking services, including handling transactions and customer inquiries.

Welcomes customers warmly and meets their banking service and transactional needs with seamless execution.

Offers advice and guidance on available digital and self-serve options with the goal of making it easy, simple, and fast to bank with BMO.

Reviews customer profiles and engages customers in a needs-based conversation to identify potential opportunities and address everyday banking plans and credit card needs.

Escalates complex or unresolved customer situations to managers as required.

Contributes to meeting branch business results and the customer experience.

Supports operational activities (e.g. inventory management, escalated service requests, following up on customer applications, filing, opening and closing activities).

Manages, loads, and reconciles cash transactions between treasury and various branch units (e.g. Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service level agreements.

Acts as a key member of a collaborative and versatile branch and market team.

Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic advice.

Takes the initiative to find creative approaches that make each customer's experience feel personal.

Looks for ways to contribute to the ongoing improvement of the overall customer experience.

May work at multiple branches or through various channels based on market needs; work schedule may differ from week to week in terms of days worked, hours, and shifts.

Follows through on risk and compliance processes and policies to ensure we safeguard our customers' assets, maintain their privacy, and act in their best interest.

Keeps current with the wider financial services marketplace, the legal and regulatory environment, and our commitment to uphold the highest ethical requirements of our industry.

Maintains current knowledge of personal banking products, practices, and trends and integrates into customer conversations.

Complies with legal and regulatory requirements for the jurisdiction.

Protects the Bank's assets in compliance with all regulatory, legal, and ethical requirements.

Completes standardized tasks under supervision.

Retail or call center experience preferred. Post-secondary degree or certification in related field of study is desirable.

High-level knowledge of personal, commercial and partner offers, and how each can best serve customers' individual needs.

Confident and experienced in the use of social media, tablets, smart phones, online tools, and applications.

Highly skilled at helping people who don't find digital applications intuitive to gain confidence in how to use them and to understand their benefits.

Projects a professional presence.

Passionate commitment to helping customers.

A focus on delivering a personal experience to customers.

Resourceful self-starter with courage and confidence to approach customers.

Strong interpersonal skills, including the ability to build rapport and connections with customers.

Salaries for part-time roles will be pro-rated based on number of hours regularly worked. 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. It calls on us to create lasting, positive change for our customers, our communities and our people. 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.

Accommodations are available on request for candidates taking part in all aspects of the selection process. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.