VIRTUAL(R)61 - REMOTE/TELETRAVAIL - QC - BMO XXXXX Quebec,X0X 0X0

Poste Permanent: 37,5 heures par semaine

Horaire de travail: quarts variables du dimanche au samedi, entre 10h- 23h

Fournit des services de vente et de gestion des cartes d’entreprise aux clients ou prospects de BMO. Conseille les clients sur les stratégies et produits liés aux cartes d’entreprise (y compris les cartes de crédit) qui répondent à leurs objectifs. Effectue les activités de vente et de service pour le client conformément aux procédures approuvées. Identifie et effectue des recommandations vers d’autres groupes d’affaires au besoin.

• Gère les demandes de service client entrants et les billets électroniques dans les délais de niveau de service.
• Se tient informé des besoins des consommateurs, des tendances du secteur, des meilleures pratiques et de l’environnement réglementaire en lien avec les produits et services offerts.
• Traite les demandes des clients de manière informée, professionnelle et efficace, conformément au cadre de conversation client.
• Cherche à comprendre les besoins des clients et fournit des conseils relatifs aux stratégies de cartes de crédit qui répondent à leurs objectifs.
• Gère tous les résultats transactionnels des appels clients ou transfère aux groupes internes appropriés.
• Escalade les situations complexes ou non résolues au CCAM/CCM, au besoin.
• Effectue toute documentation requise après les appels afin de s’assurer que les demandes des clients sont traitées avec exactitude.
• Maintient une connaissance à jour des secteurs de la banque personnelle et des cartes de crédit, des pratiques et des tendances, et les intègre dans les conversations avec les clients de manière professionnelle.
• Intègre les promotions et programmes marketing dans les conversations avec les clients lorsque cela est approprié.
• Maintient la confidentialité des informations du client et de la Banque.
• Identifie et signale les schémas d’activité suspects pouvant être liés au blanchiment d’argent.
• Respecte les exigences réglementaires et de conformité, y compris les obligations de déclaration en matière de lutte contre le blanchiment d’argent et le financement du terrorisme, les dispositions de la Loi sur la protection des consommateurs (ACFC) et les dispositions de la Loi sur la protection des renseignements personnels.
• Effectue des tâches complexes et variées dans les limites des règles établies et peut inclure la gestion des escalades provenant d’autres employés.
• Analyse les problèmes et détermine les prochaines étapes.
• Des responsabilités plus larges peuvent être attribuées au besoin.

Qualifications :

• Généralement entre 2 et 3 ans d’expérience pertinente et diplôme postsecondaire dans un domaine connexe souhaitable, ou combinaison équivalente d’études et d’expérience.
• Connaissance des produits de cartes de crédit BMO.
• Connaissance du marché concurrentiel et des tendances en matière d’offres de produits.
• Connaissances spécialisées.
• Capacité à travailler dans un environnement dynamique et à atteindre des objectifs de performance spécifiques.
• Compétences en communication orale et écrite en anglais et en français – compétences approfondies .
• Compétences organisationnelles et en gestion du temps –compétences pratiques.
• Compétences en collaboration et en travail d’équipe – compétences pratiques.
• Compétences analytiques et en résolution de problèmes – compétences pratiques.

Permanent position, 37.5h per week

Work schedule: Shifts vary between Sunday to Saturday from 10:00am-11:00pm.

Provides corporate cards sales and service to BMO customers or prospects. Advises customers on corporate card strategies and products (including credit cards) that meet their objectives. Fulfills sales and service activities for the customer in accordance with approved procedures. Identifies and makes referrals to other business groups as needed.

• Manage inbound customer service requests and electronic tickets within service level timeframes.
• Identifies opportunities to make qualified referrals to other groups within the CCC.
• Stays abreast of consumer needs, industry trends and best practices, and the regulatory environment as it relates to the products and services provided.
• May provide training and coaching to junior associates as needed.
• Handles customer inquiries in an informed, professional, and efficient manner aligned with the Customer Conversation Framework.
• Probes to understand customer needs and provide advice related to personal banking and credit card strategies that meet their objectives.
• Manages all transactional outcomes of customer calls or defers to appropriate internal business groups.
• Escalates complex or unresolved customer situations to the CCAM/CCM as required.
• Performs any required documentation after completed calls to ensure customer’s requests are accurately processed.
• Maintains current knowledge of personal banking and credit card industries, practices, and trends and integrates into customer conversations in a professional manner.
• Integrates marketing promotions and programs into customer conversations where appropriate.
• Maintains the confidentiality of customer and Bank information.
• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
• Adheres to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing reporting requirements, Financial Consumer Agency of Canada (FCAC) consumer provision requirements and Privacy Act provisions.
• 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:

• 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.
• Knowledge of BMO credit card products.
• Knowledge of competitive marketplace and trends in product offerings.
• Specialized knowledge.
• Ability to perform in a fast paced environment and achieve specific performance targets.
• Verbal & written communication skills in English and French - Fluent.
• Organization & Time Management skills - Good.
• Collaboration & team skills - Good.
• Analytical and problem solving skills - Good.

You’re fluent in French and English as this role provides support to clients and team members inside and/or outside the province of Quebec.

Salary:

$36,600.00 - $67,500.00

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.