BMO Financial Group Client Care Officer, Private Banking in Calgary, Alberta
Consistently provide high quality fulfillment support for BMO Private Banking (BPB) clients with the objective of exceeding customer expectations. Accountable for executing on all aspects of BPB account administration. Recognizes opportunities for promoting the integrated offering and discusses potential referrals/new business opportunities with the Relationship Manager.
Provide a superior level of courteous, knowledgeable, friendly and professional service to all BPB professionals relating to investment management and/or trust and/or platinum banking services consistent with delivery of the desired client experience
Take ownership of inquiries/concerns/complaints, ensuring timely resolution
Develops a rapport and instills confidence with Sales Professionals in order to develop credibility as a representative of the Private Bank
Develop and maintain knowledge and understanding of integrated services and offerings to ensure accurate handling of requests
Perform required client service support activities as required to meet client needs and maintain overall service levels
Provide timely, accurate service and support to BPB professionals through the completion of a wide variety of Investment Management and/or Trust and/or Platinum Banking transactions to ensure the retention of high net worth clients
Identify and recommend workflow process alternatives that can lead to improved efficiency and service levels
Identify, diarize and monitor accounts for overdrafts and to meet compliance requirements
Provide timely and accurate set-up and maintenance of accounts, and ensure the proper adherence to account administration.
Undertakes other administrative responsibilities (such as analyzing account activity, investigations, statement distribution, reporting, collecting fees, and other related functions/duties)
Identify opportunities to increase profitability, create capacity and reduce expenses
Recognize potential new business opportunities and refer/discuss them with the Relationship Manager (both within BPB and BMO as a whole)
Ensure timely and accurate completion of transactional processing
Provide after sales support and handle exceptions tactfully, accurately and efficiency in accordance with Bank policy and Service Level Agreements
Participate in internal projects and initiatives of varying scope and responsibility
Participate in team meetings and conference calls as applicable
Take initiative, be accountable, and work in a team-oriented environment
Cross trains with other individuals within support team to ensure coverage and contingency is maintained at all times. Shares knowledge with team members.
Ensure proper adherence to all aspects of First Principles Our Code of Conduct and Ethics
Follow security and safeguarding procedures and apply appropriate due diligence for the prevention of loss due to fraud, counterfeiting money laundering or defalcation in accordance with Bank policy
Protect the Bank’s assets by adhering to all banking, investment and lending regulations (as appropriate), Policies and Procedures, legal and ethical requirements, process requirements, bank guidelines and established risk guidelines
Safeguard cash and/or securities according to procedures in order to minimize Bank losses
Participate in audits and compliance reviews as assigned
Identify and escalate all irregularities and discrepancies to management.
Knowledge and Skills
Post-secondary education or equivalent industry experiences
Working knowledge of BMO Private Banking products and services (Investment Management, Estate & Trust, and Platinum Banking)
Industry experience (1-4 years) – Investment, Trust, and/or Banking
RISR qualified are assets (completed IFIC/CSC are assets)
A team player that is customer service focused
Communication skills (Advanced)
Able to multi-task
Able to handle high pressure situations with tight turnaround
Organization skills (Working)
Advanced knowledge of computer applications (Word, Excel, Global Plus and Optimizer)
Ability to deal with complex and sensitive issues (Advanced)
Open to change and acts as a change agent for new initiatives (Advanced)
Demonstrated history of responsiveness and problem-solving capabilities
Support the Sales/Client Service Representative role during peak periods and shortages
Project support/coordination (Working)
Proactively suggest increased offerings (Working)
Conduct Client Care Training (Working)
Proactively identify and recommend opportunities for process improvement, customer service and technology
Mentor new employees (Working)
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 networkbuilding opportunities, we’ll help you gain valuable experience, and broaden your skillset.
To find out more visit us at https://bmocareers.com .
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.