E-429 - Bilingual Customer Care Representative

E-429 - Bilingual Customer Care Representative

26 Aug

26 Aug



Job Family Group

:Customer Shared Services

- Takes incoming phone calls on call queue and monitors general email inbox, responding to customer inquiries in both English and French.

- Provides accurate and timely processing of service requests, transactions, activities, etc. within relevant service level agreements and in accordance with established policies, processes and procedures.

- Provides accurate, consistent, knowledgeable responses to stakeholder questions and requests.

- Reviews customer profiles and engages customers in a needs-based conversation to identify potential opportunities and address everyday customer needs.

- Exercises judgment to identify, diagnose, and solve problems within given rules.

- Identifies opportunities to initiate referrals to BMO colleagues.

- Adheres to Know Your Customer Rules and Bank Policies & Procedures for the prevention of loss due to fraud, counterfeiting, money laundering, or defalcation; identify and report suspicious and other reportable transactions or patterns of activity that are suspected to be related to money laundering.

- Identifies opportunities to improve the customer experience.

- Takes the initiative to find creative approaches that make each customer’s experience feel personal.

- Follows documented policies and procedures to execute day to day transactions, activities, processes and ensure all Service Level Agreements (SLAs) are met.

- Looks for ways to contribute to the ongoing improvement of the overall customer experience.

- Collaborates in development/implementation of new processes/systems and changes/improvements to existing systems and processes.

- Reconciles cash transactions on customer accounts

- Acts as a key member of a collaborative team.

- Protects the Bank's assets in compliance with all regulatory, legal, and ethical requirements.

- Thinks creatively and proposes new solutions.

- Broader work or accountabilities may be assigned as needed.


- Bilingual French/English

- Typically between 2 - 3 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.

- Passionate commitment to helping customers. A focus on delivering a personal experience to customers.

- Resourceful self-starter with courage and confidence to serve customers.

- Readiness to collaborate and work in different capacities as part of a team.

- Strong interpersonal skills, including the ability to build rapport and connections with colleagues and customers.

- Aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.

- Knowledge and experience using relevant systems and technology – Good.

- Knowledge and understanding of the business unit’s key products and services, processes and controls – Good.

- Knowledge of the risk and regulatory requirements of the business – Good.

- Prioritization skills – Good.

- PC skills (MS Word, Excel, PowerPoint) – Good.

- Verbal & written communication skills - Good.

- Organization skills - Good.

- Collaboration & team skills - Good.

- Analytical and problem solving skills - Good.

The original job offer can be found in Kit Job:

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