Associate, Everyday Banking – Bilingual, Mandarin/Cantonese

Role Overview

• Understands customer needs and provides credit and lending-related sales and service to BMO customers or prospects
• Advises customers on lending/credit strategies and products that meet their objectives
• Fulfills sales and service activities for the customer in accordance with approved procedures
• Identifies and makes referrals to other business groups as needed
• Integrates marketing promotions and programs into customer conversations when appropriate
• Probes to understand customer needs and provides advice related to personal banking and lending strategies in the best interests of the customer
• Escalates complex or unresolved customer situations to managers as required
• Performs any required activities to ensure customer’s requests are accurately processed
• Maintains current knowledge of personal banking products, practices, and trends and integrates into customer conversations in a professional manner
• Collaborates with internal and external stakeholders in order to deliver on business objectives
• Manages all transactional outcomes of customer calls or refers to appropriate internal business groups
• 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 standardized tasks under supervision
• Performs initial problem solving within given rules/limits & escalates when required
• Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.

Requirements

• High school diploma or equivalent work experience
• Must be fluent in written and spoken English, Mandarin & Or Cantonese
• Must be comfortable working in a Contact Centre environment handling inbound calls
• Knowledge of personal banking products
• Knowledge of competitive marketplace and trends in product offerings
• Knowledge of contact centre operational processes and policies
• Knowledge of call centre technology, processes and metrics
• Verbal & written communication skills
• Basic (in business environment)
• Organization skills
• Basic (in business environment)
• Collaboration & team skills
• Basic (in business environment)

Benefits

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