6023 Silver Drive Burnaby British Columbia,V5H 0K3

Leads a team of professionals handling treasury payments solutions /technical/card customer inquiries, ensuring seamless client experiences. Provides comprehensive support to sales forces and manages risk and compliance. Acts as a change champion and subject matter expert, offering strategic input and developing solutions based on business needs. Promotes a culture aligned with BMO’s values, fostering diversity and inclusion.

Key Responsibilities:

• Inspire and guide team members to resolve client issues promptly.
• Ensure timely and accurate resolution of tickets/requests.
• Empower team with product/service knowledge.
• Proactively inform clients of changes/enhancements.
• Foster a culture aligned with BMO’s values, promoting diversity and inclusion.
• Ensure adherence to guidelines and goals.
• Build collaborative teams across functions.
• Assist in executing business development plans.
• Develop solutions for customer-specific issues.
• Participate in client calls and analyze service problems.
• Identify process improvement opportunities.
• Collaborate with stakeholders to meet business objectives.
• Participate in audits and resolve customer issues.
• Develop and administer training programs.
• Professionally respond to client concerns and document requests.
• Develop top talent and improve team performance through training and recognition.
• Build effective relationships with stakeholders and analyze client needs.
• Monitor client survey results to enhance delivery effectiveness.
• Apply quality assurance and incident management practices.
• Assign tasks within guidelines by Manager.

Additional Responsibilities:

• Ensures that tickets are resolved and closed as per the client’s expectations and to their satisfaction.
• Demonstrates an in-depth understanding of product and service , by providing needed information or directing clients to the appropriate source.
• Coordinates and executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones.
• Analyzes and interprets service problems to identify root causes and makes recommendations.
• Attends internal meetings with team members to discussing client/outstanding issues with colleagues, including reviewing how issues are handled.
• Gathers and formats data into regular and ad-hoc reports, and dashboards.
• Participates in audit and customer issues resolution, correct irregularities escalate as per established procedures.
• Proactively notifies clients of any upcoming changes or enhancements to existing products/services or potential usage.
• Identifies process improvement opportunities for better efficiency in meeting the needs of current clients.
• Shares any information with Management received while conducting client service business that would indicate a risk or an opportunity to the Bank.
• Provides input into the planning and implementation of operational programs.
• Actively listens to clients' concerns and diagnoses clients’ service needs.
• Facilitates timely client problem-resolution, engages cross-functional representatives or groups as appropriate.
• Responds to client concerns in a professional manner to convey ownership, competence, respect for the client relationship.
• Accurately documents client requests using the group’s tracking systems.
• Facilitates action to close gaps between client expectations and client experiences in the performance of the Bank and its products.
• Applies consistent and timely follow ups to demonstrate a commitment to customer satisfaction and high standards of responsiveness.
• Serves as an advocate for individual clients and escalating issues as necessary to facilitate the timely resolution of service problems.
• Supports the development of tailored messaging, which may include writing, editing and distributing communications.
• Tracks collection of client service fees
• Collaborates with internal and external stakeholders in order to deliver on business objectives.
• Executes work to deliver timely, accurate, and efficient service.
• Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently on a range of complex tasks, which may include unique situations.
• Broader work or accountabilities may be assigned as needed.

Qualifications:

• Proven leadership and team inspiration.
• Strong understanding of treasury payments/card solutions.
• Excellent communication and organizational skills.
• Proficiency in Microsoft Office 365.
• Experience in business development and client service.
• Problem-solving and collaboration skills.
• Knowledge of change management and risk mitigation.
• Ability to develop training programs.
• Commitment to client advocacy and satisfaction
• Typically between 4 - 6 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Technical proficiency gained through education and/or business experience.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem solving skills - In-depth.
• Influence skills - In-depth.
• Data driven decision making - In-depth.

Salary:

$54,500.00 - $101,500.00

Pay Type:

Salaried

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: https://jobs.bmo.com/global/en/Total-Rewards

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 https://jobs.bmo.com/ca/en

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.