Associate Corporate Card Services, Bilingual

Application Deadline:

Address:

Job Family Group:

Language requirements for the role: Strong verbal and written languages skills in both French and English

​Permanent position, 37.5h per week

Work schedule: the candidates must be fully available and flexible from Monday to Sunday, between 7am and 6pm.

The Associate, Corporate Card Services is accountable to provide exceptional service to BMO corporate credit card program administrators and/or corporate credit card cardholders by handling incoming inquiries to the Customer Contact Centre via all communication channels including electronic/online and telephone. As the main point of contact for card program administrators, this role is accountable to fulfill administration requests in accordance with approved procedures to meet the clients’ business objectives.

The Associate responds to inquiries regarding new and/or enhanced products or solutions. This role will also provide card program administrators with real-time support on using program tools and technologies and act as a liason between the corporate card client and various internal departments for issue resolution. The role is also accountable for pre-screening all requests to issue new corporate credit cards to ensure that they contain complete applicant information and supporting documentation in adherence to Anti-Money Laundering (AML) guidelines.

ACCOUNTABILITIES:

85% Customer Service and Inbound Support

• Respond to incoming calls to the Customer Contract Centre from BMO corporate card holders and/or card program administrators, in a prompt, professional and efficient manner in accordance to service level agreement.
• Assist corporate customers and/or their designated administrator, with card set up, reporting hierarchy set up, putting in place proper program documentations and fulfill card request.
• Process corporate customer requests, including generating service requests in order to complete financial and non-financial transactions, accurately, within specified timeframes and in accordance with Bank policies and procedures.
• Proactively address and resolve any customer issue or concern during an incoming call, including investigating in BMO systems to understand the underlying root cause and escalate as required to resolve the issue or concern. Escalate complex or unresolved customer situations to the proper channel and ensure suitable follow up. Maintain current knowledge of the credit card industry, practices and trends and integrate into customer conversations in a professional manner and drive business results based on giving customers the right solutions.
• Adhere to all BMO policies and procedures during customer calls in order to minimize risk to the business and provide the customer with appropriate …