Resolution Specialist Jobs

3 – 5 years’ experience in a customer-facing, professional environment or some equivalent combination of experience and education, including military experience

Manage assigned cases through to resolution by providing comprehensive customer service and defusing potentially escalating situations

Research and analytic experience with an emphasis on organization and attention to detail

Experience working in a metrics-based role

Competitive compensation, benefits and generous time-off policies

Conduct internal and external research and analysis to ensure requested changes to the data can be supported and/or should be made

High quality time management and organization skills

Ensure Branch and Cage reports are prepared, reviewed (where assigned), distributed and/or presented to Branch Management for review.

2 years of operations experience in a financial sector environment

Excellent organizational and multitasking skills and ability to prioritize activities to ensure objectives are met

Some knowledge of all Regulatory and Compliance rules, Internal Audit reviews

University or college degree in accounting, finance, business preferred

Strong time management skills and ability to prioritize tasks; able to work well under pressure and meet deadlines.

Previous management experience required. 1-2 years’ experience required .

Reports to the GEC Guest Experience Operations Manager.

This role is open remote across NA and is an hourly role.

Proactively manages urgent and high-profile guest incidents.

Supports ongoing team development through delegation of various tasks and responsibilities.

Management and facilitation of critical product issues

Relevant experience managing customer-facing technical teams in a fast-paced and dynamic environment; must be knowledgeable about technical support best practices

Strong customer and partner focus and credibility; ability to engage at senior management and C-level

Negotiation and conflict management: ability to build consensus, trust, and relationships with internal and external stakeholders

Monitor and manage communications (sometimes public, sensitive, and large scale) during incidents

Thinking beyond the boundaries of existing industry standard practices to devise process improvements and new ways to deliver better experiences

Completed high school education, or equivalent work experience Knowledge of all operational processes and policies

Knowledge of competitive market place and trends in product offerings

Some success working in a similar and/or related sales and service environment (Basic)Some understanding of Risk Management and Compliance (Basic)

Pro-actively promote Bank products/services. Maintain knowledge of all new/existing BMO & MCW processes

Knowledge of Credit Cards products and Services

Knowledge of the full credit card dispute resolution cycle

Knowledge of information/records management and records management systems.

Provides case management assistance and select training to Customer Protective Services staff.

Works with external agencies (e.g. Provincial Offences Courts, case management system vendor, collection agency).

Must be proficient in MS Office (Outlook, Word, Excel, PowerPoint, etc. ), management information systems, and databases.

Excellent interpersonal skills with the ability to communicate effectively, both orally and in writing, at all organizational levels.

Strong organizational skills and the ability to handle multiple tasks and priorities.