BMO U.S.

Bilingual Specialist, Credit Card

BMO U.S.

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇨🇦 Canada

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Salary

💰 CA$36,600 - CA$67,500 per year

Job Level

JuniorMid-Level

About the role

  • Understands customer needs and provides credit and lending-related sales and service to BMO customers or prospects
  • Advises customers on borrowing 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
  • Works through various channels based on market needs to deliver the desired customer experience and achieve overall business objectives
  • May provide training and coaching to junior associates as needed
  • Probes to understand customer needs and provides advice related to personal banking and borrowing strategies in the best interests of the customer
  • Manages all transactional outcomes of customer contacts or defers to appropriate internal business groups
  • Escalates complex or unresolved customer situations to managers as required
  • Performs any required documentation to ensure customer’s requests are accurately processed
  • Maintains current knowledge of personal banking and lending products, practices, and trends and integrates into customer conversations in a professional manner
  • May research and investigate lending applications, following established processes
  • Handles customer contacts in an informed, professional, and efficient manner
  • Integrates marketing promotions and programs into customer conversations, where appropriate
  • Maintains the confidentiality of customer and Bank information
  • Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering
  • 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
  • Makes credit decisions / recommendations in accordance with sound credit-granting principles and in compliance with Bank Policy & Procedures
  • Uses authorized credit qualifications as needed to fulfill customer requests
  • Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees
  • Analyzes issues and determines next steps

Requirements

  • 2 – 3 years of relevant experience
  • post-secondary degree in related field of study desirable or equivalent combination of education and experience
  • Knowledge of personal lending and home financing products
  • Knowledge of competitive marketplace and trends in product offerings
  • Knowledge of contact centre operational processes and policies
  • Knowledge of call centre technology, processes and metrics
  • Term Investment Qualified (as required)
  • Specialized knowledge
  • Verbal & written communication skills - Good
  • Organization skills - Good
  • Collaboration & team skills - Good
  • Analytical and problem solving skills - Good
  • Fluent in French and English
Benefits
  • health insurance
  • tuition reimbursement
  • accident and life insurance
  • retirement savings plans

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
personal lendinghome financing productscredit decisionsborrowing strategiescustomer servicesales activitiesdocumentation processingregulatory complianceAnti-Money LaunderingTerrorist Financing reporting
Soft skills
verbal communicationwritten communicationorganizational skillscollaborationteam skillsanalytical skillsproblem solvingcustomer experiencetrainingcoaching
Certifications
Term Investment Qualified