Specialist III-IC Customer Experience & Complaint Resolution

Address:

Conducts impartial review of unresolved customer complaints regarding Bank products and/or services. 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.

• Develops, maintains, and services client relationships.
• Identifies areas of improvement to support overall client experiences.
• Monitors quality control to ensure high level of customer service is being provided.
• Identifies and communicates enhancement opportunities for BMO policies, processes to prevent similar complaints and enhance the customer experience. 
• Influences and negotiates to achieve business objectives.
• Acts as a trusted advisor to assigned business/group.
• Recommends and implements solutions based on analysis of issues and implications for the business.
• Assists in the development of strategic plans.
• Identifies emerging issues and trends to inform decision-making.
• Provides subject matter expertise relating to products, processes, and operating systems.
• Contributes to the development and execution of business plans.
• 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.
• Acts as the prime subject matter expert for internal/external stakeholders.
• Builds effective relationships with internal/external stakeholders.
• Coordinates the management of databases; ensures alignment and integration of data in adherence with data governance standards.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Monitors and tracks performance, and addresses any issues.
• Leads or participates in defining the communication plan designed to positively influence or change behaviour; develops tailored messaging; and identifies appropriate distribution channels.
• Leads the execution of operational programs; assesses and adapts as needed to ensure quality of execution.
• Monitors regulatory developments and implements changes to policy and process as required.
• Participates in the orientation and training of new team members; reviews work of others as required.
• Manages complaint resolution process for unresolved complaints received.
• Responds to customer concerns by drafting and delivering response letters in alignment with processes and guidelines.
• Prepares customer documentation and executive summaries of complex cases.
• Reviews and triages incoming complaints and refers to appropriate colleagues or escalates as required; identifies urgent, sensitive and/or reputational issues.
• Participates in business led initiatives to identify process improvments that will help the customer.
• Provides feedback on trends identified through the complaint process.
• Ensures 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.
• Provides specialized consulting, analytical and technical support.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently and regularly handles non-routine situations.
• Broader work or accountabilities may be assigned as needed.
• Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.

Qualifications:

• Typically between 6 - 7 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Knowledge of products, services, and operations – In-depth.
• Reasoning and problem resolution skills - In-depth.
• Negotiation skills - In-depth.
• Investigative, research, and analytic skills – In-depth.
• Knowledge of lending, personal, and small business banking – Working.
• Knowledge of competitive market place and trends in product offerings – Working.
• Deep knowledge and technical proficiency gained through extensive education and business experience.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem solving skills - In-depth.
• Influence skills - In-depth.
• Data driven decision making - In-depth.

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: