Customer Service Representative

BMO is hiring a Customer Service Representative to join the Commercial Lending, Vendor Finance Operations team.

The Customer Service Representative will support customers with their accounts in an Inbound call center environment. This is a great hybrid opportunity based at our Tempe, AZ location.

Provides exceptional, daily operational services to meet client’s needs and support objective of maintaining profitable client relationships. Ensures client problem resolution is prompt and effective, and that enhancement opportunities are identified and closed or referred during client service interactions. May be required to meets client service needs in a collaborative environment or a dedicated one-on-one relationship with sensitive, complex and/or top tiered clients.

Builds effective relationships with internal/external stakeholders.

Executes routine tasks such as service requests, transactions, queries etc. within relevant service level agreements.

Coaches more junior employees, as required.

Supports the development and promotion of a business/group program.

Supports the development of tools and delivery of training focused on delivering business results.

Actively listens to clients questions/concerns and diagnoses clients’ service needs to resolve client requests in a timely manner. Engages cross-functional representatives or groups as appropriate.

Breaks down strategic problems, and analyses data and information to provide insights and recommendations.

Addresses customer services requests/issues according to established parameters and following documented policies and procedures. Escalates as required.

Accurately documents client requests using the group’s tracking systems. Ensures all standards for documenting requests/issues are met.

Serves as an advocate for individual clients and escalating issues as necessary to facilitate the timely resolution of service problems.

Facilitates action to close gaps between client expectations and client experiences in the performance of the Bank and its products.

Develops an in-depth understanding of products and services and provides needed information to clients.

Coordinates and executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones.

Explores and identifies potential process improvements, product enhancements, revenue leakage or other opportunities for cost reductions and cross-sell opportunities to more efficiently and effectively meet the needs of clients.

Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.

Gathers and formats data into regular and ad-hoc reports, and dashboards.

Tracks collection of client service fees.

Prepares the service input for regular business reviews.

Collaborates with internal and external stakeholders in order to deliver on business objectives.

Executes work to deliver timely, accurate, and efficient service.

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. Qualifications:

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.

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.

Salary:

$41,715.00 – $73,800.00

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

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 https://jobs.bmo.com/us/en

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. BMO is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.