Take full ownership of complex client escalations and complaints
Will take over from representative and Managers in complex client escalations where in-depth research is required
Will support the response and/or take over the communication for verbal and written complaint reaching the executive offices in regard to BMO InvestorLine
Will help identify trends in client issues for ultimately presenting clear systematic solutions
Reduction in losses due to processing errors
Reduction in losses due to knowledge errors
Increase in market share through continuous improvements of our process, product and services
Improvement in productivity by taking over complex situation from Inbound specialists
Identifies and addresses root cause of internal errors, while ensuring timely notification of errors to the team leader for coaching opportunities, changes to training content, etc
Use sound judgment in resolving issues in line with P&P and regulatory requirements
Be current and adapting to the constantly changing regulatory environment
Maintain strong communication with internal partners, Operations, BMO HQ, Wealth Compliance, Technology and the Ombudsman office to resolve client issues and procedural gaps
Enhance productivity to drive performance and shareholder value
Approving cash movements up to $1MM
Recommend increase in credit limits within firm’s guideline
● 职位要求：
大学本科学历，3-5年金融行业客户服务经验
获授权或成功完成加拿大证券课程、行为及实务手册选项及任何其他维持授权状态所需的课程
为期3年的12小时遵守规定及30小时专业发展训练，以符合IIROC持续教育计划的强制性规定
较强的问题解决能力，能够管理困难和敏感的客户对话
优秀的人际关系技巧，在团队环境和客户互动中使用，强调在建立关系方面的出色表现
较强的书面表达和口头沟通能力
● Requirements：
University Degree with 3-5 years of client service experience within financial industry
Licensing - IR licensed or successful completion of Canadian Securities Course, Conduct and Practices Handbook Option and any other course required maintaining IR status
Licensing - 12 hours compliance and 30 hours Professional development training over a 3 year cycle to meet mandatory IIROC Continuing Education Program requirements
Strong problem resolution skills, with the ability to manage difficult and sensitive client conversations
Superior interpersonal skills used within a team environment and in client interactions with emphasis on excelling in relationship building
Exceptional client service delivery and customer contact skills
Strong written, presentation and verbal communication skills
Strong prioritization, time management and multi-tasking skills, including the ability to communicate effectively with peer and Managing Director-level audience
Ability to leverage internal/external partnerships in problem