Delivers exceptional service to BMO customers and prospects.
Identifies customer needs and provides advice and guidance regarding financial solutions.
Works collaboratively within the branch and through various channels with BMO partners.
Identifies customer needs and initiates referrals to BMO colleagues.
Supports customer requests for banking services, including handling transactions and customer inquiries.
Welcomes customers warmly and meets their banking service and transactional needs.
Offers advice and guidance on available digital and self-serve options.
Reviews customer profiles and engages customers in a needs-based conversation to identify potential opportunities.
Escalates complex or unresolved customer situations to managers as required.
Contributes to meeting branch business results and the customer experience.
Supports operational activities (e.g. inventory management, escalated service requests).
Manages, loads, and reconciles cash transactions between treasury and various branch units.
Executes routine tasks within relevant service level agreements.
Acts as a key member of a collaborative and versatile branch and market team.
Probes to understand customer personal banking and credit card needs.

No prior experience necessary; post-secondary degree or certification in related field of study is desirable.
High-level knowledge of personal, commercial and partner offers
Confident and experienced in the use of social media, tablets, smartphones, online tools, and applications.
Highly skilled at helping people who don’t find digital applications intuitive to gain confidence in how to use them and to understand their benefits.
Projects a professional presence.
Basic knowledge of specialized sales and business banking solutions to refer to specialists.
Passionate commitment to helping customers.
A focus on delivering a personal experience to customers.
Resourceful self-starter with courage and confidence to approach 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 customers.
An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.
Basic knowledge learned on the job.
Verbal & written communication skills
Basic (in business environment).
Organization skills
Basic (in business environment).
Collaboration & team skills
Basic (in business environment).

Customer Service Representative

Key skills