Application Deadline:

06/07/2026

Address:
200 Crescent Court

Job Family Group:
Customer Shared Services

Provides accurate and timely information/service for client products and services. Supports the delivery of the desired customer experience in alignment with overall business objectives. Ensures client problem resolution is prompt and effective and enhancement opportunities are identified and closed or referred during client interactions. Works collaboratively through various channels to meet client service needs.

• Provides assistance and guidance relative to industry best practices and product solutions.
• Demonstrates a working knowledge of the strengths, capabilities and limitations of products, upgrades and cross-sells opportunities when appropriate.
• Ensures regular and ongoing client touch points are established.
• Engages multiple internal stakeholders to develop solutions for complex/critical customer issues.
• Participates on client calls as required.
• Ensures that client issues are logged, tracked, resolved and closed as per the client's expectations and to their satisfaction.
• 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.
• Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
• Builds effective relationships with internal/external stakeholders.
• Ensures alignment between stakeholders.
• Analyzes and interprets service problems to identify root causes and makes recommendations.
• Gathers and formats data into regular and ad-hoc reports, and dashboards.
• Participate in product introduction and change management activity as key client facing, line representative.
• Leads change management activities related to products and services and compliance/regulatory matters.
• Supports the development of tailored messaging, which may include writing, editing, and distributing communications.
• Searches for opportunities for cost reductions.
• Delivers the service input for account reviews, as applicable.
• Provides input into the planning and implementation of operational programs.
• Coaches more junior employees, as required.
• Participates in audit and customer issues resolution, corrects irregularities and escalate as per established procedures.
• Searches for re-occurring problems and their root causes.
• Identifies business needs, designs/develops tools and training programs; may include delivery of training to audiences.
• Supports the development and promotion of a business/group program.
• Makes recommendations to improve processes and systems.
• Actively listens to clients' questions/concerns and diagnoses service needs to resolve requests in a timely manner. Engages cross-functional representatives or groups as appropriate.
• Serves as an advocate for individual clients escalating issues for resolution as necessary.
• Develops an in-depth understanding of products and services and provides relevant information to clients.
• Collaborates with internal and external stakeholders in order to deliver on business objectives.
• 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 5 - 7 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• 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.

Salary:

$74,000.00 - $138,000.00

Pay Type:
Salaried

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: https://jobs.bmo.com/global/en/Total-Rewards