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BMO Financial Group Intake Coordinator in Toronto, Ontario


100 King Street West

Job Family Group:

Customer Shared Services

The Office of the Ombudsman (“Office”) serves two primary segments: i) customers of BMO’s Canadian operations and ii) employees worldwide; thereby fulfilling legislative, industry and regulatory requirements. The Coordinator is the first point of contact for all customer inquiries to the Office and responsible for ensuring that all inquiries are answered in a professional and timely manner. The Coordinator supports the day-to day operations of the Office, specifically supporting the Ombudsman and is also responsible for referring customer inquiries and complaints to appropriate business groups within BMOFG and escalating matters to the Associate Ombudsman as required.

The Intake Coordinator 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.

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

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

  • Reviews and triages incoming complaints and refers to appropriate colleagues to ensure adherence to BMO’s internal Complaint Resolution Process.

  • Draft personalized communications, written and or verbal in response to customer inquiries and complaints in a timely manner in accordance with the Office’s mandate

  • Assists or coordinates stakeholder review processes.

  • Focus may be on a business/group.

  • Thinks creatively and proposes new solutions.

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

  • Works mostly independently.

  • Broader work or accountabilities may be assigned as needed.

  • Support the Ombudsman in administrative matters & operational management of the team.


  • Typically between 3 – 5 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.

  • Reasoning and problem resolution skills - In-depth.

  • Specialized knowledge from education and/or business experience.

  • Verbal & written communication skills - In-depth.

  • Collaboration & team skills - In-depth.

  • Analytical and problem solving skills - In-depth.

  • Influence skills - In-depth.

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 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.