Customer Support Analyst

Job summary

Support AML process centralization and execute customer experience and sales enablement strategies across retail banking channels. Manage customer interactions using Customer Connect, contribute to digital tool enhancements and operational planning, and ensure compliance with AML, fraud, and regulatory requirements.

Job details

Type: Contract Worker Type: On-site Worksite Location: Toronto, ON Job Duration: 12 Months Pay Rate: CA$18.50 - 19.50 per hour Vacancy Status: This posting is for a currently vacant role, and the successful candidate will be hired into an existing open position JOB DESCRIPTION Insight Global is seeking a Customer Support Analyst to support BMO’s Customer Loyalty and Sales Enablement group. This role will play a key part in large-scale transformation initiatives, including AML centralization and ongoing strategy execution, while also contributing to the digital backlog, ensuring consistent execution of customer experience, sales processes, and regulatory initiatives across the network. Key Responsibilities: Support the centralization of AML processes, transitioning branch-level workflows into a unified operating model Execute on enterprise customer experience and sales enablement strategies across retail banking channels Utilize Customer Connect to manage, track, and support customer interactions Handle customer-facing conversations, including complex or sensitive interactions (e.g., account exits) Contribute to the digital market (d-market) backlog, supporting enhancements to customer and frontline tools Participate in ongoing strategy discussions and operational planning sessions Ensure compliance with AML, fraud, and regulatory requirements in all customer interactions REQUIRED SKILLS AND EXPERIENCE Prior experience using BMO Customer Connect OR relative Big Bank (Business Banking) experience Background in business banking, ideally within: Branch (AML, fraud, customer connect, advisory) OR Call center / contact center environment Strong customer engagement and communication skills, with the ability to navigate difficult conversations Proven ability to manage customer relationships while balancing compliance and service NICE TO HAVE SKILLS AND EXPERIENCE Experience supporting AML or regulatory transformation initiatives Exposure to sales enablement or customer loyalty programs Artificial intelligence tools are used to assist with screening and assessing applicants for this position.

What you’ll do

Support AML process centralization and execute customer experience and sales enablement strategies across retail banking channels. Manage customer interactions using Customer Connect, contribute to digital tool enhancements and operational planning, and ensure compliance with AML, fraud, and regulatory requirements.

Requirements

Candidates should have experience with BMO Customer Connect or comparable big-bank business banking, ideally in a branch or contact center setting. They need strong customer communication and relationship-management skills, including the ability to handle sensitive conversations while balancing service and compliance.

Listed skills

• Customer support · Preferred
• Regulatory Compliance · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Support
• Business Banking
• Customer Connect
• Customer Engagement
• Customer Relationship Management
• Anti-Money Laundering (AML)
• Fraud Prevention
• Regulatory Compliance
• Sales Enablement
• Customer Loyalty
• Customer Experience
• Difficult Conversations
• Contact Center Operations
• Operational Planning
• Digital Backlog Management

Job areas

• Customer Service & Support
• Finance & Accounting
• Sales