Customer Support Advisor

Role Overview

• Understands customer needs and provides wealth and investment-related sales and service to BMO customers or prospects
• Advises 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
• Provides professional quality sales and service for customer and prospect inquiries, 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
• Adheres to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing reporting requirements, Financial Consumer Agency of Canada (FCAC) consumer provision requirements and Privacy Act provisions
• Completes complex & diverse tasks within given rules/limits
• Analyzes issues and determines next steps; escalates as required.

Requirements

• Typically between 1 – 2 years of relevant experience
• Post-secondary degree in related field of study desirable or an equivalent combination of education and experience
• High school diploma or equivalent work experience
• Knowledge of competitive market place trends and product offerings
• Knowledge of BMO Investment / BMO InvestorLine products and services
• Working towards the Canadian Investment Regulatory Exam (CIRE) via CIRO, preferred
• Strong verbal and written language skills in both English and Mandarin and/or Cantonese
• Some understanding of Risk Management & Compliance
• Basic specialized knowledge.

Benefits

• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans