This posting is for a currently vacant role, and the successful candidate will be hired into an existing open position

JOB DESCRIPTION
Insight Global is seeking a Customer Support Analyst to support BMO’s Customer Loyalty and Sales Enablement group. This role will play a key part in large-scale transformation initiatives, including AML centralization and ongoing strategy execution, while also contributing to the digital backlog, ensuring consistent execution of customer experience, sales processes, and regulatory initiatives across the network.

Key Responsibilities:

Support the centralization of AML processes, transitioning branch-level workflows into a unified operating model

Execute on enterprise customer experience and sales enablement strategies across retail banking channels

Utilize Customer Connect to manage, track, and support customer interactions

Handle customer-facing conversations, including complex or sensitive interactions (e.g., account exits)

Contribute to the digital market (d-market) backlog, supporting enhancements to customer and frontline tools





Participate in ongoing strategy discussions and operational planning sessions

Ensure compliance with AML, fraud, and regulatory requirements in all customer interactions

REQUIRED SKILLS AND EXPERIENCE

Prior experience using BMO Customer Connect OR relative Big Bank (Business Banking) experience

Background in business banking, ideally within: Branch (AML, fraud, customer connect, advisory) OR Call center / contact center setting

Strong customer engagement and communication skills, with the ability to navigate difficult conversations

Proven ability to manage customer relationships while balancing compliance and service

NICE TO HAVE SKILLS AND EXPERIENCE

Experience supporting AML or regulatory transformation initiatives

Exposure to sales enablement or customer loyalty programs

Artificial intelligence tools are used to assist with screening and assessing applicants for this position.

#J-18808-Ljbffr

📌 Customer Support Analyst (Ontario)
🏢 Insight Global
📍 Ontario