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BMO Financial Group Specialist -Executive Resolution Offices (Bilingual) in Montreal, Quebec


129 rue St-Jacques O

Job Family Group:

Customer Shared Services

Work schedule: Monday to Friday from 9am to 6pm

Finds innovative, collaborative solutions to resolve customer complaints and inquiries while balancing the customer and bank's needs. Continuously assesses and improves work processes in order to maximize effectiveness and efficiency of the group.


  • Creates innovative business development strategies, including collaborating with other BMO partners to grow the business.

  • Develops, maintains, and services client relationships to identify areas of improvement to support overall client experiences.

  • Provides subject matter expertise relating to products, processes, and operating systems.

  • Identifies skilled knowledge gaps and performance improvement opportunities for the team.

  • Collaborates with specialized units within BMO (e.g., legal, media, privacy) to develop integrated, customer focused solutions to resolve high risk contentious cases.

  • Builds and fosters strong relationships with BMO partners and leaders.

  • Monitors and tracks performance, and addresses any issues.

  • Manages complaint resolution process for complaints received by executives and non-executives.

  • Responds to customer concerns by drafting and delivering response letters signed off by executives.

  • Prepares customer documentation and executive summaries of complex cases.

  • Reviews and triages incoming complaints and refers to appropriate colleagues as required.

  • Investigates small claims cases to support BMO Legal/external legal counsel; may be required to attend court cases.

  • Assists or coordinates stakeholder review processes.

  • Provides product knowledge subject matter expertise to internal stakeholders.

  • Ensure compliance and adherence to Bank policies and procedures and completion of required operational effectiveness activities as they relate to but are not limited to, privacy, money laundering and fraud.

  • Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.

  • Exercises judgment to identify, diagnose, and solve problems within given rules.

  • Works independently on a range of complex tasks, which may include unique situations.

  • Broader work or accountabilities may be assigned as needed.

  • Typically between 5 - 6 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.

  • Previous experience in lending sales & service. including previous credit qualifications.

  • Knowledge of products, services, and operations – In-depth.

  • Reasoning and problem resolution skills - In-depth.

  • Negotiation skills - In-depth.

  • Technical proficiency gained through education and/or business experience.

  • Verbal & written communication skills in English & French - In-depth.

  • Collaboration & team skills - In-depth.

  • Analytical and problem solving skills - In-depth.

  • Influence skills - In-depth.

  • Data driven decision making - In-depth.

  • Bilingualism English & French is required.

We’re here to help

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

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.

BMO Financial Group Serving 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.