Client Delivery Associate

About the role

Provides daily operational service support and ensures the delivery of exceptional client experiences. Resolves client problems in a prompt and effective manner, while ensuring that enhancement opportunities are identified and addressed or referred during client service interactions. Handles transactional requests, escalations and investigation of all types of service needs for clients. Engages with clients to ensure immediate needs are met and assesses the effectiveness of issue resolutions. Publishes regular and ad-hoc reports and dashboards.

Responsibilities

• Solves client problems in a prompt and effective manner, identifying and addressing enhancement opportunities during client service interactions.
• Handles transactional requests, escalations, and investigations of all types of service needs for clients.
• Publishes regular and ad-hoc reports and dashboards.
• Demonstrates knowledge of products and services, directing clients to the most relevant resources to address their needs.
• Contributes to the development of new products or services based on insights gathered from client interactions and market analysis.
• Engages with clients to understand and diagnose service needs, ensuring concerns are addressed promptly and effectively.
• Responds to and facilitates the resolution of client service requests.
• Captures and analyzes client feedback to identify service gaps, enhance operational performance, and optimize client satisfaction.
• Ensures all client interactions, documentation, and issue resolutions comply with bank policies, regulatory requirements, and internal controls.
• Completes complex and diverse tasks within given rules/limits and may include handling escalations from other employees.
• Analyzes issues and determines next steps.

Qualifications

• 2 – 3 years of relevant experience in Client Relationship, Financial Services or Service Excellence in a corporate or banking environment.
• Must have banking experience.
• Must have commercial banking experience.
• Must have loan process and documentation experience or knowledge.
• Must have the ability to assist Commercial Banking Clients.
• Bachelor’s degree preferred; Business Administration, Finance or Marketing preferred.
• Any other related discipline or commensurate work experience considered.

Specialized knowledge

• Foundational level of proficiency: Regulatory Compliance, Document Management, Problem-Solving, Collaboration.
• Intermediate level of proficiency: Product Knowledge, Data Analysis, Reporting, Microsoft Office, Detail-Oriented, Teamwork.

Pay

$50,100.00 - $82,800.00

Schedule

Salaried

Benefits

See BMO's Total Rewards for more details.

About Us

BMO Financial Group is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to BMOCareers.Support@bmo.com and let us know the nature of your request and your contact information.