Engage with BMO bank clients through inbound and outbound channels to support group insurance products
Provide general information on group insurance products and guide clients to appropriate online resources and tools
Direct clients to complete their applications through digital platforms, ensuring a smooth and efficient process
Support the enrollment of customers in travel insurance by guiding them through the required steps and ensuring a seamless client experience
Meet and exceed performance metrics, including call handling, client experience, and service quality standards
Utilize internal systems and tools to track interactions and support client follow-ups as needed
Identify opportunities to enhance the client experience through effective communication and service
Stay current on BMO Insurance product offerings, market trends, regulatory changes, and competitor activity
Adhere to all regulatory guidelines and internal policies while ensuring no advisory services are provided
Ensure accurate documentation of all client interactions in accordance with compliance standards and audit requirements
Champion BMO’s values and ensure a high standard of integrity and professionalism in every client interaction

Previous experience in customer service, sales, or contact center environments is preferred
Strong communication and interpersonal skills with a client-first mindset
Ability to clearly explain information and guide clients through processes
Comfortable using digital tools, CRM platforms, and virtual engagement channels
Results-oriented with the ability to work in a fast-paced, performance-driven environment
Growth mindset with a genuine passion for continuous learning and career advancement
Experience in customer retention, complaint resolution is an asset

Customer Support Representative

Key skills