Application Deadline: 11/03/2025

Address: 250 Yonge Street

Job Family Group: Wealth Sales & Service

Provides accurate and professional service by telephone, written mail or e-mail. Supports administrative requirements to ensure the smooth operation of the unit. Service provided for one of the different insurance channels that offer BMO Life Assurance products, and includes either policy holders, prospects and infinity partners, or managing general agencies (MGAs), distributors, brokers and policy holders or creditor insurance customers.

• Seeks, recognizes and acts upon opportunities to expand business relationships.
• Answers inquiries and provides accurate information about insurance products.
• Responds to information requests and follows established protocols.
• Resolves issues escalating as required.
• Processes client service requests and administrative requests according to established procedures and policies and submits as required for approval.
• Collaborates with internal and external stakeholders to deliver on business objectives.
• Analyzes data and information to provide insights and recommendations.
• Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.
• Examines all official documents in advance of completing required forms to ensure appropriate authorization is available and follows established guidelines and procedures.
• Performs defined policy administration tasks and submits for approval as required.
• Supports the development of tools and delivery of training focused on delivering business
• Integrates information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting.
• Follows established procedures in all communications with clients – by phone, e-mail or written – to ensure that compliance requirements are met for all scenarios. Creates and maintains computer records on all systems to ensure accuracy of client information. Recommends workflow improvements to deliver a more efficient operation.
• Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
• Analyzes issues and determines next steps.
• Broader work or accountabilities may be assigned as needed.

Qualifications:

• Bilingual (English/French).
• Rotation shift 8:30 to 4:30/9:00 to 5:00/10:00 to 6:00.
• Typically, between 2 - 3 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.
• In‐depth knowledge about products, process, policies and practices preferred but not required.
• Working understanding of policy contract wording & interpretation preferred but not required.
• Specialized knowledge.
• Verbal & written communication skills - Good.
• Organization skills - Good.
• Collaboration & team skills - Good.
• Analytical and problem-solving skills - Good.

The 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) preferred
• 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