● 招聘公司：BMO
● 公司简介：蒙特利尔银行(纽约股票交易所和多伦多股票交易所股票代号:BMO) 是加拿大历史最悠久的银行，至今已有177年的历史。1863年该行成为加拿大政府的指定银行。直到1934年加拿大的中央银行即加拿大银行成立前的51年间，蒙特利尔银行身兼二任，行使了中央银行的许多职能，例如管理公债、发行货币、保护加元的对外汇率等。1874年，蒙将利尔银行首次作为发行行，为魁北克省在伦敦发行了一笔80万英镑的债券。1879年，该行又成为纽约市场第一个发行外国债券的银行。
● 招聘职位：客户解决分析师 ● 职位性质：全职 ● 职位薪酬：$60,000+ ● 工作内容： - 权处理复杂的客户升级和投诉将在需要深入研究的复杂客户升级中接替代表和经理将支持就BMO InvestorLine向执行办公室提出口头和书面投诉的回应和/或接管沟通工作有助于识别客户问题的趋势，最终提供清晰的系统解决方案通过不断改进我们的流程、产品和服务来增加市场份额从入职专家那里接手复杂的工作，从而提高工作效率识别和解决内部错误的根本原因，同时确保及时通知团队领导培训机会、培训内容的变更等根据损益表和法规要求，运用正确的判断来解决问题
● Responsibilities： - 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
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