BMO Financial Group Bilingual, Lead Case Manager in Toronto, Ontario
60 Yonge Street
Job Family Group:
Customer Shared Services
The Business title for this role is Lead Case Manager. The primary purpose of this role is to ensure quality proactive communications are delivered to account administrators for all priority New Business received. Also that competitive cycle times are achieved and maintained and the market perception of BMO Insurance services is improved and maintained through proactive case management and strong consistent team performance.
As well, the Lead Case Manager is responsible for the workflow management of 4-6 team members and is accountable for the day to day operational management of the priority New Business received.
This role is accountable to handle escalated situations with VIP advisors/MGA and National Account and to resolve daily issues to ensure the workflow of New Business continues uninterrupted and the desired customer service is provided. The role also participates as the lead New Business subject matter expert on conference calls with advisors, MGA offices and associated 3rd parties.
Maintain a framework of policies and procedures set by the Manager, New Business for team members
Establish a collaborative working relationship amongst team members to solicit their views on the working environment, potential changes affecting their work and continuous improvement opportunities and report back to management with concerns
Monitor individuals’ and team’s progress towards monthly team/department metrics to ensure that service standards are met as defined by the business objectives and resolve any issues
Report ‘daily dashboard’ metrics to management for team results
Provide input to Manager for annual reviews for team members
Mentor and support team members to ensure the performance required for the team meets expectations and report back to Manager, New Business
Provide ongoing and consistent timely review, recording and feedback of quality results as identified in case audits, Daily and Weekly Reports, partners feedback, problem cases and escalations
Active ongoing review of daily operations and processes to identify opportunities and provide solutions that will optimize processes to ensure BMO Insurance is easy to do business with, improves efficiency and improves or maintains quality
Be a role model for and ensure that team members understand the Being BMO vision, as well as support and reinforce targeted behaviours that contribute to BMO goals
Engage department Trainer for coaching of team, where required
Provide input to the creation and implementation of training and development plans
Daily review of Management Operating Review, Pending requirements work to reassign/distribute tasks to ensure consistent achievement of SLA’s and defined individual and team productivity goals and effective time and desk management
Conduct weekly review of the pending business to identify cases where additional activities/communications will promote a strong market perception of a proactive service model
Daily management of toll free phone line and email ensuring response SLA’s are achieved and maintained throughout regular hours of operationWeekly review and validation of pending cases over 90 days old and take appropriate action to contact the advisor/MGA directly about the outstanding requirements and discuss options on how to move the cases forward to completion Ensure the effective implementation of initiatives and programs through the establishment of appropriate context and setting of direction for indirect reports by providing relevant information and establishing goals Review progress to plans, and develop, communicate, delegate and actively participate in the implementation of actions necessary to correct internal and external issues. Escalate significant issues to the Manager, New Business
Using work management tools, balance workflow on a daily basis to ensure utilization of resources & adherence to published service standards
Effectively and efficiently maintain the daily operation and administration of the team, ensuring VIP Advisors/MGA & National Account needs are met or exceeded; complaints are resolved or escalated appropriately in a timely mannerAct as the subject matter expert on technical and product matters to ensure business effectiveness and client satisfaction Ensure operations are performed within compliance requirements of regulators and internal policies to ensure adherence with strict industry rules and regulations Recommend process improvements to the Manager, New Business to ensure that operations remain at peak level and escalate any ongoing concerns that impact the call centreProvide production statistics to the Manager & Head, New Business on a weekly basis and mitigate any issues identified by the statistics
-Exhibit a strong sense of broker partnership and services, and carry out functions with an extremely high sense of urgency
Discuss submission, status and final decisions relating to facultative reinsurance, as requiredShare sensitive medical information with third parties to fulfil requirements on priority case filesAct as first level of escalation for client complaint issues, responding to and resolving complex inquiries regarding pending applications
Proactively communicate and follow up with field representatives to obtain any outstanding requirements
Act as a ‘working team lead’ as required to meet service standards and deliver the desired client experience
Act as a liaison with New Business team leads to offer assistance, where required, to ensure consistent, timely service, accommodate growth, and secure our reputation as a leading service provider
Ensure priority new business applications are processed in an efficient manner to meet published service level standards
Address customer services issues when presented according to established parameters, escalating as required to the Manager, New Business for resolution
Ensure that policies and procedures are followed by all team members to support meeting service level standards
Receive, investigate and resolve inquiries from the field and other team members related to specific application files
- Adhere to all aspects of First Principles of our code of Business Conduct and Ethics including individual accountability as it relates to potential conflicts of interest, safeguarding of customer information, trading in securities, anti-money laundering, privacy and disclosure of outside business activities
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 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.
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.