Client Services Advisor II

Qualifications
Typically between 3 - 5 years of relevant experience and a post-secondary degree in a related field of study or an equivalent combination of education and experience
If a Credit Qualifiable job, Credit Qualifications and associated credit knowledge and skills according to the established qualification standards
Customer service experience
Ability to manage client quires
Ability to provide service to Commercial Clients
Commercial Banking Experience
Experience with managing inbound calls
Experience with managing inbound emails
Ability to type clear and meaningful emails
Experience with Money Transfer / Wire Transfer
Understanding of Debit and Credit
Understanding of Cash flow transactions
Specialized knowledge from 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
Benefits
$52,800.00 - $+8,400.00
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
Responsibilities
Provides exceptional, daily operational service support to grow the Bank’s market share and maximize the 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
Reviews similar activities of other clients in the same industry, providing assistance and guidance relative to industry best practices
May be able to apply interest adjustments based on limits
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; including tracking metrics and milestones
Gathers and formats data into regular and ad-hoc reports, and dashboards
Participates in audit and customer issues resolution, correcting irregularities escalate as per established procedures
Identifies process improvement opportunities for better efficiency in meeting the needs of current clients
Share 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, and engages cross-functional representatives or groups as appropriate
Respond to client concerns professionally to convey ownership, competence, and 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 escalates 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 may be on a business/group
Thinks creatively and proposes new solutions
Exercises judgment to identify, diagnose, and solve problems within given rules
Works mostly independently
Broader work or accountabilities may be assigned as needed
We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs
Job description
Application Deadline:

02/27/2025

Address:
1625 W. Fountainhead Parkway

Job Family Group:
Commercial Sales & Service

Provides exceptional, daily operational service support to grow the Bank’s market share and maximize the 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.

Responsibilities:
• Reviews similar activities of other clients in the same industry, providing assistance and guidance relative to industry best practices.
• May be able to apply interest adjustments based on limits.
• 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; including tracking metrics and milestones.
• Gathers and formats data into regular and ad-hoc reports, and dashboards.
• Participates in audit and customer issues resolution, correcting irregularities escalate as per established procedures.
• Identifies process improvement opportunities for better efficiency in meeting the needs of current clients.
• Share 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, and engages cross-functional representatives or groups as appropriate.
• Respond to client concerns professionally to convey ownership, competence, and 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 escalates 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 may be on a business/group.
• Thinks creatively and proposes new solutions.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works mostly independently.
• Broader work or accountabilities may be assigned as needed.

Qualifications:
• Typically between 3 - 5 years of relevant experience and a post-secondary degree in a related field of study or an equivalent combination of education and experience.
• If a Credit Qualifiable job, Credit Qualifications and associated credit knowledge and skills according to the established qualification standards.
• Customer service experience
• Ability to manage client quires
• Ability to provide service to Commercial Clients
• Commercial Banking Experience
• Experience with managing inbound calls
• Experience with managing inbound emails
• Ability to type clear and meaningful emails
• Experience with Money Transfer / Wire Transfer
• Understanding of Debit and Credit
• Understanding of Cash flow transactions
• Specialized knowledge from 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.

Salary:

$52,800.00 - $+8,400.00

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 http://jobs.bmo.com/us/en

BMO is proud to be an equal employment opportunity employer. We evaluate applicants without regard to race, religion, color, national origin, *** (including pregnancy, childbirth, or related medical conditions), ****** orientation, gender identity, gender expression, transgender status, ****** stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other legally protected characteristics. We also consider applicants with criminal histories, consistent with applicable federal, state and local law.

BMO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to BMOCareers.Support@bmo.com and let us know the nature of your request and your contact information.

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.