Customer Service Representative

BMO Financial Group - Richmond, BC (30+ days ago)

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You have a passion for helping others. As a Customer Service Representative, you will support customer requests related to banking services including handling transactions and supporting customers who walk into the branch.

By proactively identifying customer needs and initiating referrals to appropriate team members, you will contribute to the results and the overall experience delivered in the branch. You will look for ways to contribute to the ongoing improvement of the overall branch customer experience.

Key Accountabilities:
Be a key member of a collaborative and versatile branch & market team
Welcome warmly customers & meet their banking service needs including transactions, with seamless execution
Offer advice and guidance on the digital and self-serve options available with the goal of making it easy, simple and fast to bank with BMO
Review the customer profile and engage customers in a needs based conversation to identify potential opportunities and address every day banking plans and credit card needs
Initiate referrals to the appropriate team member to ensure that BMO is able to address all of the customer needs
Take the initiative and find creative approaches to make each customer’s experience feel personal
Support required operational activities, including, but not limited to: inventory management, escalated service requests, following up on customer applications, filing, opening & closing activities
Independently manage, load & reconcile cash transactions between treasury and various branch units (e.g., CRU, etc…)
Follow through on the risk and compliance processes and policies to ensure we safeguard our customers’ assets, maintain their privacy, act in their best interests, and ensure an effectively run branch
Protect the Bank's assets and comply with all regulatory, legal and ethical requirements


What we’re looking for:
Passionate commitment to helping our customers
Basic knowledge of specialized sales and business banking solutions to refer to specialists
A focus on delivering a personal experience to customers
Resourceful self-starter with courage and confidence to approach customers
Readiness to collaborate and work in different capacities as part of a team
Strong interpersonal skills, including the ability to build rapport and connections with customers
An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges

Spends up to 100% of time on conversations and requests related to banking services, including handling transactions and supporting customers who walk into the branch.
May also spend a small amount of time providing operational support for the branch when customer traffic is light

Projects a professional presence; proactively engages customers in complete conversations about their personal banking needs; listens actively to understand customer needs, clearly explains potential solutions and their benefit to the customer
Learns quickly and is motivated to apply new knowledge
Is collaborative, enjoys helping others and being part of a team
Identifies opportunities for referrals and makes smooth hand offs to partners in BMO FG

High school diploma or equivalent work experience
Completion of internal BMO training program, including customer experience and conversation training.
High-level knowledge of personal, commercial and partner offers, and how each can best serve customers’ individual needs

Digital Leadership:
Confident and at ease in the use of social media, tablets, Smart phones, online tools, and applications
Highly skilled at helping people who don’t find digital applications intuitive to gain confidence in how to use them and to understand their benefits

We’re here to help

At BMO we have a shared purpose; we put the customer at the centre of everything we do – helping people is in our DNA. For 200 years we have thought about the future—the future of our customers, our communities and our people. We help our customers and our communities by working together, innovating and pushing boundaries to bring them our very best every day. Together we’re changing the way people think about a bank.

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.

Job Personal Banking
Primary Location Canada-British Columbia-Richmond
Organisation NA Pers & US Bus Bkg-X000004
Schedule part-time
Job Posting 11/08/19
Unposting Date 12/08/19