Retail Banking Sales & Service
Target Start Date: January 23, 2025
Location: 100% Remote
Work Schedule (All hours are in Central Time Zone):Ability to work in a flexible environment is required, the call center is open Monday – Sunday.
Required Days Off: Saturday or Sunday off, and Tuesday, Wednesday or Thursday off (flexibility preferred)
Shift: Choose from 7:00 am – 5:30 pm CST (FLEX) or 8:30 am to 5:30 pm CST (SET)
Training Schedule: To be considered for the role, you must be able to attend the full 8 week mandatory training period, starting from January 23rd. The training schedule is Monday – Friday, 8 am to 5 pm CST.
*Remote Opportunity*
Where new skills and great service come to life
Whether you’re new to banking or already have financial services experience, our Customer Contact Center is where you’ll develop skills for career growth while providing great customer experiences. As an Associate, you’ll help customers with their finances from giving sound advice to promoting BMO’s banking products.
How we’ll help you get started
At BMO, we invest in our Associates from day one. With learning and development at the heart of our employee’s success, we’ll introduce you to the world of banking all the way to helping you grow into future roles:
- You’ll get up to 8 weeks of industry leading educational training to build the knowledge and skills you need
- Our team of leaders work with you to build a development plan with regular coaching, mentorship and support so you can reach your professional goals
What you’ll do day to day
- Handles an average of 75-100 inbound calls daily in a high-volume, fast-paced call center environment
- Integrates marketing promotions and programs into customer conversations when appropriate.
- Delivers exceptional customer service that builds trust through expertise, providing responsive service and support.
- Understands customer needs and provides credit and lending-related sales and service to BMO customers or prospects.
- Advises customers on lending/credit strategies and products 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.
- Probes to understand customer needs and provides advice related to personal banking and lending strategies in the best interests of the customer.
- Stays abreast of consumer needs, industry trends and best practices, and the regulatory environment as it relates to the products and services provided.
- Escalates complex or unresolved customer situations to managers as required.
- Performs any required activities to ensure customer’s requests are accurately processed.
- Collaborates with internal and external stakeholders in order to deliver on business objectives.
- Manages all transactional outcomes of customer calls or refers to appropriate internal business groups.
- Maintains the confidentiality of customer and Bank information.
- Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
- 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 (sales, customer service, call center, or financial institution experience an asset).
- A knack for being tech savvy with above average computer skills.
- Knowledge of personal banking products.
- Knowledge of competitive marketplace and trends in product offerings.
- Knowledge of contact centre operational processes and policies.
- Knowledge of call centre technology, processes and metrics.
- Verbal & written communication skills – Good.
- Organization skills – Good.
- Collaboration & team skills – Good.
- Analytical and problem solving skills – Good.
Why you’ll love growing your career here
- Customizable benefits, performance bonuses and our competitive employee share ownership program
- Work in a digitally focused environment where you’ll use innovative tools
- Strengthen your skillsets with access to professional tools, resources, in-depth training and ongoing manager support
- As North American’s eighth largest bank serving customers for 200+ years, connect with thousands of employees to build your professional network and explore more opportunities
Salary:
$41,715.00 – $67,000.00
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: https://jobs.bmo.com/global/en/Total-Rewards
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 http://jobs.bmo.com/us/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. BMO is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. 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.