BMO Financial Group Digital Customer Care Specialist in Montreal, Canada
Permanent position, 37.5h per week
Schedule: Candidates must be available 24/7
Location : 129 St.Jacques W., Montreal
As the demand for digital communication grows, more and more of our customers are turning to social media to contact us to have their voices heard. In line with our Re: Define strategy, the Online Banking team rises to the occasion of assisting our clients throughout their customer service journey and providing an effortless experience along the way. We communicate with our customers by both telephone and social media to service a number of needs - sometimes very sensitive in nature - and ensure that at the end of the day, our customer has been taken care of with little to no effort on their part.
What You’ll Be Doing
The role sits within the Online Banking team, and uses social media channels to provide effortless and high level customer service to our clients. The majority of your time will be spent engaging with clients in posts about our brand, both good and bad, as well as handling any complaints and collaborating with the relevant parts of the business in order to efficiently resolve customer issues.
The Ideal Candidate
The role of the Bilingual Social Media Care Representative is very unique, and requires a candidate with a very defined skill set. You will be required to:
Own your social media conversations and assist clients with their customer experience journey from start to finish.
Act with a sense of urgency when replying to customers on our social media pages, publicly and privately.
Write, think, and work quickly without losing focus in order to meet and exceed social media response SLA’s.
Create warm, welcoming, conversational, and overall helpful messages in 140 characters or less.
Provide our customers with the most effortless online contact experience possible.
Work with the Customer Relations - Banking team to protect our brand and garner customer trust by delivering a consistent and distinct brand voice across all BMO social media channels.
Oversee the tracking and analysis of your individual performance data to measure effectiveness and identify opportunities for improvement.
Listen and engage with current and future customers by answering questions and resolving customer issues via social media.
Work with dedicated contacts across several lines of business to meet the clients need and/or provide resolution.
Carry out other responsibilities, as required (ex: customer call backs, admin support, attend team meetings and training, etc.)
Monitor ongoing conversations and raise any and all visible trends or escalations to the appropriate parties for action.
In essence, you are: creative, reliable, articulate, confident, adaptable, and resilient.
Experience in the Universal team is an asset (everyday banking AND mastercard)
Fluent in both English and French is required
Must have strong written capabilities in French
Passionate about and have an active engagement on social media channels (Facebook, Twitter, Instagram, YouTube, Google , etc.)
2 years of customer service experience in a call center setting
Experience in handling difficult and complex customer issues/escalations
Excellent written and verbal communication skills in French and strong attention to detail
Ability to work in a fast-paced environmentAbility to adapt to changing needs, multi-task, and prioritize assignments accordingly
Proficient in Microsoft Word, Excel and Outlook
Proper email etiquette
Comfortable using social media sites, online forums, blogs, etc. in a business setting
Ability to type 30 wpm, and excellent self-editing
Previous experience with enterprise social media management programs is a plus
EDUCATION, LICENSING, AND CERTIFICATIONS:
- High School Diploma, relevant post-secondary experience is a plus
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 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.
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