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Location

Laval, QC | Canada

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Job description

Application Deadline:

03/18/2024

Address:
3225 St-Martin Ouest Blvd

Job Family Group:

Commercial Sales & Service

Offrir au quotidien un soutien exceptionnel au service opérationnel afin d'accroître la part de marché de la Banque et de maximiser la rentabilité des relations avec les clients. S'assurer que la résolution des problèmes des clients est rapide et efficace et que les occasions d'amélioration sont repérées et traitées ou qu'elles fassent l'objet d'une indication pendant les interactions avec le service a la clientèle. En général, répondre aux besoins des clients au sein d'un centre d'appels regroupés ou dans le cadre d'une relation individuelle avec des clients sensibles, complexes ou de premier plan attitrés.

• Écouter activement les préoccupations des clients afin de déterminer leurs besoins en matière de service.
• Faciliter la résolution en temps opportun des problèmes des clients et faire appel a des groupes ou a des représentants interfonctionnels, s'il y a lieu.
• Répondre aux préoccupations des clients d'une manière professionnelle, qui démontre sa responsabilité, sa compétence et son respect envers la relation client.
• Consigner avec exactitude les demandes des clients au moyen des systèmes de suivi du groupe.
• Favoriser la prise de mesures visant a combler l'écart entre les attentes des clients et l'expérience client en ce qui a trait au rendement et aux produits de la Banque.
• Effectuer des suivis réguliers et opportuns afin de faire preuve d'un engagement envers la satisfaction des clients et des normes élevées de réactivité.
• Agir a titre de défenseur des particuliers et soumettre les problèmes a l'échelon supérieur si nécessaire, en vue de favoriser une résolution rapide des problèmes en matière de service.
• Appuyer l'élaboration d'un message personnalisé, ce qui peut comprendre la rédaction, la révision et la transmission des communications.
• Effectuer le suivi de la perception des frais de service facturés aux clients.
• Collaborer avec les parties prenantes internes et externes pour atteindre les objectifs d'affaires.
• Réaliser les tâches afin de procurer, en temps opportun, des services précis et efficaces.
• Réaliser sous supervision des tâches uniformisées.
• Résoudre les problèmes en respectant les règles et les limites établies et transmettre a l'échelon supérieur au besoin.
• Des tâches et des responsabilités plus larges peuvent être attribuées au besoin.
  Qualifications :
• Études secondaires terminées ou expérience de travail équivalente.
• Dans le cas d'un poste comportant des qualifications de prêteur, qualifications en crédit et compétences et connaissances en crédit qui y sont associées, conformément aux normes établies en matière de qualification.
• Connaissances de base acquises en milieu de travail.
• Compétences en communication orale et écrite (dans un contexte commercial) - compétences de base.
• Compétences en organisation (dans un contexte commercial) - compétences de base.
• Compétences pour la collaboration et le travail d'équipe (dans un contexte commercial) - compétences de base.

Provides exceptional, daily operational service support to grow the Bank's market share and maximize profitability of client relationships. Ensures client problem resolution is prompt and effective, and that enhancement opportunities are identified and closed or referred during client service interactions. Typically meets client service needs through a pooled call center environment or a dedicated one-on-one relationship with sensitive, complex and/or top tiered clients.

• 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.
• Completes standardized tasks under supervision.
• Performs initial problem solving within given rules/limits & escalates when required.
• Broader work or accountabilities may be assigned as needed.
  Qualifications:
• Completed high school education, or equivalent work experience.
• If a Credit Qualifiable job, Credit Qualifications and associated credit knowledge and skills according to the established qualification standards.
• Basic knowledge learned on the job.
• Verbal & written communication skills - Basic (in business environment).
• Organization skills - Basic (in business environment).
• Collaboration & team skills - Basic (in business environment)

This position requires proficiency in English to interact, support and/or provide services to non-French speaking customers, employees and/or partners inside and/or outside the province of Quebec.

Compensation and Benefits:

32 600,00 $ - 44 000,00 $

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:

We're here to help

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 .

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.

Category

Sales and Marketing Maintenance and Technicians

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Job tags

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Salary