BMO Financial Group Service Manager - Carol Stream in Carol Stream, Illinois
850 W Army Trail Road
Job Family Group:
Retail Banking Sales & Service
Guides, directs, and coaches staff to deliver exceptional service to BMO customers and prospects. Understands the needs of BMO customers or prospects to provide sales and service in the best interest of the customer. Advises customers on lending/credit card strategies and products that meet their financial objectives. Identifies and makes referrals to other business groups. Supports sales and customer service activities to meet strategic customer experience and profitability goals in compliance with legal and regulatory requirements and the Bank’s policies and processes.
Manages people and leads a team capable of delivering the desired business results.
Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic advice in the best interests of the customer.
Coordinates service requests and problem resolution processes to ensure accurate completion and follow-up that meets or exceeds customer expectations, or escalates to manager for resolution.
Generates leads to build and maintain customer relationships, resulting in outcomes that define a great customer experience.
Supports the Bank’s community involvement and participates in community activities.
Resolves customer related issues using knowledge of bank services, products, and processes.
Supervises the team to ensure customers are provided with superior service that defines a great customer experience.
Fulfills sales and service activities for the customer in accordance with approved procedures.
Provides input into area business and market plans to optimize new and existing business opportunities within the community.
Provides advice and guidance to assigned business/group on implementation of solutions.
Coordinates and executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones.
Establishes relationships with third party stakeholders (e.g. CDC, MasterCard, Symcor, etc.) to maintain knowledge of interdependent systems and related policies and procedures.
Collaborates with internal and external stakeholders in order to deliver on business objectives.
Monitors results and performance measures against plans and standards (e.g. sales targets, service targets, referral targets) to address gaps and develop plans.
Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.
Supports the development of tailored messaging, which may include writing, editing, and distributing communications.
Provides guidance, direction, and coaching to the team to ensure individuals have a working proficiency in the retail sales environment and meet stated objectives.
Coordinates daily work routines, assigns duties, and leads hiring processes.
Provides technical training to branch employees to maintain operational and sales effectiveness and recommend improvements.
Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service level agreements.
Manages transactional outcomes for customer calls or defers to appropriate internal business groups.
Resolves complex or unresolved customer situations or escalates to the next higher manager for resolution.
Maintains current knowledge of personal banking and credit card industries, practices, and trends and integrates into customer conversations.
Builds effective relationships with internal/external stakeholders.
Ensures alignment between stakeholders.
Analyzes data and information to provide insights and recommendations.
Gathers and formats data into regular and ad-hoc reports, and dashboards.
Maintains the confidentiality of customer and Bank information.
Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
Protect the Bank's assets in compliance with all regulatory, legal, and ethical requirements
Complies with legal and regulatory requirements, including Anti-Money Laundering and Terrorist Financing reporting, Financial Consumer Agency of Canada (FCAC), and the Privacy Act.
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.
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.
Basic banking or customer service/sales or equivalent experience– required.
Previous supervisory or management experience -preferred.
General knowledge of retail banking products and services.
General knowledge of applicable regulations, audit standards, and related policies, procedures, and directives.
Working knowledge of competitive marketplace and trends in product offerings.
General knowledge of branch operational processes and policies.
General knowledge of branch technologies, processes, and performance metrics.
Verbal & written communication skills - Good.
Organization skills - Good.
Collaboration & team skills - Good.
Analytical and problem solving skills - Good.
We’re here to help
At BMO Harris Bank 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 Harris Bank 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 https://jobs.bmoharris.com.
BMO Harris Bank 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 Harris Bank N.A. 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.
BMO Financial GroupServing customers for 200 years and counting, BMO is a highly diversified financial services provider – the 8th largest bank, by assets, in North America. With total assets of $728 billion as of October 31, 2018, and a team of diverse and highly engaged employees, BMO provides a broad range of personal and commercial banking, wealth management and investment banking products and services to more than 12 million customers and conducts business through three operating groups: Personal and Commercial Banking, BMO Wealth Management and BMO Capital Markets.We serve Canadian clients through BMO Bank of Montreal®, our personal and commercial banking business, BMO Nesbitt Burns®*, one of Canada's leading wealth management firms, and BMO Capital Markets™, our North American investment and corporate banking division.In the United States, clients are served through BMO Harris Bank, a major U.S. Midwest personal and commercial bank, and BMO Private Bank, with wealth management offices across the United States, as well as BMO Capital Markets™, our North American investment and corporate banking division.We help our customers make money make sense by delivering the broadest range of financial services through a single point of contact. Our financial service professionals provide access to any services our customers require across the entire enterprise.