BMO Financial Group Internal Customer Contact Center Associate in Naperville, Illinois
1200 E. Warrenville Road
Job Family Group:
Customer Shared Services
Provides efficient and accurate handling of customer requests and transactions in a professional and timely manner. Ensures all required policies, guidelines and standards are met as they provide service to BMO customers. Includes a mix of customer service and customer fulfillment activities.
Processes customer application to fulfill customer requests from set up to settlement in accordance with policies and standards.
Assists in processing more complex customer application/requests.
Collaborates with internal and external stakeholders in order to deliver on business objectives.
Analyzes data and information to provide insights and recommendations.
Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.
Completes administrative activities to ensure the smooth operation of the unit; including scanning and filing documents as required.
Investigates and addresses specific customer issues.
Organizes work information to ensure accuracy and completeness.
Provides customer service by responding to general questions via phone, mail or fax in a timely and professional manner; includes acting as a main point of contact for certain customer requests.
Refers more complex and specific requests, questions or issues as required.
Gathers additional documentation from the customer and/ or internal/external stakeholders to ensure all required information is available to fulfill client requests.
Recommends workflow improvements to deliver a more efficient operation.
Manages customer documentation to ensure that records are maintained in a proper manner.
Completes complex & diverse tasks within given rules/limits.
Analyzes issues and determines next steps; escalates as required.
Broader work or accountabilities may be assigned as needed.
Typically between 1 – 2 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.
Able to handle volume of customer requests.
Call center experience a plus
Able to use multiple systems and platforms
Basic specialized knowledge.
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 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.