Bilingual Associate - Overnight Shift - Wfh/Virtual

Language requirements for the role: French and English

This position is to work an overnight shift - candidates need to be available to work 37.5 hours per week between 11:00PM and 7:00AM (EST) on Sunday to Saturday.

Training: Day Time training cohorts 8:30am—5pm (EST) Monday-Friday for first three months

Understands customer needs and provides credit and lending-related sales and service to BMO customers or prospects. Advises customers on lending/credit strategies and products that meet their objectives. Fulfills sales and service activities for the customer in accordance with approved procedures. Identifies and makes referrals to other business groups as needed.

• Delivers exceptional customer service that builds trust through expertise, providing responsive service and support.
• Completes complex & diverse tasks within given rules/limits.
• Performs any required activities to ensure customer’s requests are accurately processed.
• Handles incoming calls in an informed, professional, and efficient manner.
• Adheres to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing reporting requirements, Financial Consumer Agency of Canada (FCAC) consumer provision requirements and Privacy Act provisions.
• Probes to understand customer needs and provides advice related to personal banking and lending strategies in the best interests of the customer.
• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
• Integrates marketing promotions and programs into customer conversations when appropriate.
• Collaborates with internal and external stakeholders in order to deliver on business objectives.
• Analyzes issues and determines next steps; escalates as required.
• Escalates complex or unresolved customer situations to managers as required.
• Manages all transactional outcomes of customer calls or refers to appropriate internal business groups.
• Stays abreast of consumer needs, industry trends and best practices, and the regulatory environment as it relates to the products and services provided.
• Broader work or accountabilities may be assigned as needed.
• Maintains the confidentiality of customer and Bank information.

Qualifications:

• Collaboration & team skills - Good.
• Analytical and problem solving skills - Good.
• Knowledge of contact centre operational processes and policies.
• Basic specialized knowledge.
• Verbal & written communication skills - Good.
• Knowledge of call centre technology, processes and metrics.
• Typically between 1 – 2 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.
• Knowledge of personal banking products.
• Organization skills - Good.
• Knowledge of competitive marketplace and trends in product offerings.

This position requires proficiency in a language other than French to interact, support and/or provide services to non-French speaking customers, employees and/or partners inside and/or outside the province of Quebec.

This position requires proficiency in English to interact, support and/or provide services to non-French speaking customers, employees and/or partners inside and/or outside the province of Quebec.

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.