Senior Customer Advocacy Liaison

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Conducts impartial review of unresolved customer complaints regarding Bank products and/or services. Finds innovative, collaborative solutions to resolve customer complaints and inquiries while balancing the customer and bank's needs. Continuously assesses and improves work processes in order to maximize effectiveness and efficiency of the group.

• Develops, maintains, and services client relationships.
• Identifies areas of improvement to support overall client experiences.
• Provides subject matter expertise relating to products, processes, and operating systems.
• Identifies skilled knowledge gaps and performance improvement opportunities for the team.
• Collaborates with specialized units within BMO (e.g., legal, media, privacy) to develop integrated, customer focused solutions to resolve high risk contentious cases.
• Builds and fosters strong relationships with BMO partners and leaders.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Monitors and tracks performance, and addresses any issues.
• Manages complaint resolution process for unresolved complaints received.
• Responds to customer concerns by drafting and delivering response letters in alignment with processes and guidelines.
• Prepares customer documentation and executive summaries of complex cases.
• Reviews and triages incoming complaints and refers to appropriate colleagues or escalates as required; identifies urgent, sensitive and/or reputational issues.
• Participates in business led initiatives to identify process improvments that will help the customer.
• Provides feedback on trends identified through the complaint process.
• Ensures compliance and adherence to Bank policies and procedures and completion of required operational effectiveness activities as they relate to but are not limited to, privacy, money laundering and fraud.
• Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently on a range of complex tasks, which may include unique situations.
• Broader work or accountabilities may be assigned as needed.

Qualifications:

• Typically between 5 - 6 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Knowledge of products, services, and operations – In-depth.
• Reasoning and problem resolution skills - In-depth.
• Negotiation skills - In-depth.
• Technical proficiency gained through education and/or business experience.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem solving skills - In-depth.
• Influence skills - In-depth.
• Data driven decision making - In-depth.

Salary:

Pay Type:

The above represents BMO Financial Group’s pay range …