Digital Communications Specialist – Live chat (BMO Investorline)

Application Deadline:

Address:

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

Availability to work between 8:00AM and 8:00PM EST Monday to Friday (37.5 hours per week). Will most likely will be asked to work the 10-6/11-7/12-8 shift once training is completed.

Will be required to complete the CSC, CPH and DFOL certifications (within a specific time frame) to be fully functional in the role.

Understands customer needs and provides wealth and investment-related sales and service to BMO customers or prospects. Guides customers on wealth and investment strategies and products that meet customer’s 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, responsive service and support.
• Develops and maintains long-term, profitable relationships and expands our share of wallet with a portfolio.
• May make outbound calls to customers and look proactively for opportunities to enhance customer experience by providng products that meet investment needs.
• Stays abreast of consumer needs, industry trends and best practices, and the regulatory environment as it relates to the products and services provided.
• Provides subject matter expertise relating to product knowledge, processes, and operating systems.
• Assists the manager by identifying skilled knowledge gaps and performance improvement opportunities for associates and specialists on the team.
• Executes performance plans and provides feedback to employees and managers on progress towards desired behaviours/results.
• Develops and executes short term tactics/plans to drive specific behaviours, activities and results.
• Provides professional quality sales and service for customer and prospect inquires, issues and requests.
• Probes to understand customer needs and advises them through their unique investment needs.
• Achieves sales targets with a focus on relevant investment products.
• Manages all transactional outcomes of customer contacts or refers to appropriate internal business groups.
• Escalates complex or unresolved customer situations to senior managers as required.
• Performs any required documentation after completed customer interactions to ensure customer’s requests are accurately processed.
• Maintains current knowledge of investment markets, practices, and trends and integrates into customer conversations in a professional 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.
• …