Senior Client Service Associate

24 hours ago


Tempe, Arizona, United States BMO Financial Group Full time
About the Role

We are seeking a highly skilled and motivated Senior Emerging Market Concierge Client Service Associate to join our team at BMO Financial Group. As a key member of our client service team, you will be responsible for providing exceptional operational support to grow our market share and maximize the profitability of client relationships.

Key Responsibilities
  • Provide daily operational service support to clients, ensuring prompt and effective problem resolution and identifying enhancement opportunities.
  • Coordinate and execute specific activities for the implementation of strategic initiatives, including tracking metrics and milestones.
  • Gather and format data into regular and ad-hoc reports, and dashboards.
  • Explore and identify enhancements and cross-sell opportunities and bring these opportunities to the appropriate line of business contact.
  • Actively listen to clients' concerns and diagnose clients' service needs.
  • Facilitate timely client problem-resolution, engaging cross-functional representatives or groups as appropriate.
  • Respond to client concerns in a professional manner to convey ownership, competence, respect for the client relationship.
  • Accurately document client requests using the group's tracking systems.
  • Facilitate action to close gaps between client expectations and client experiences in the performance of the Bank and its products.
  • Apply consistent and timely follow-ups to demonstrate a commitment to customer satisfaction and high standards of responsiveness.
  • Serve as an advocate for individual clients and escalating issues as necessary to facilitate the timely resolution of service problems.
  • Support the development of tailored messaging, which may include writing, editing, and distributing communications.
  • Track collection of client service fees.
  • Collaborate with internal and external stakeholders in order to deliver on business objectives.
  • Execute work to deliver timely, accurate, and efficient service.
  • Complete complex and diverse tasks within given rules/limits and may include handling escalations from other employees.
  • Analyze issues and determine next steps.
  • Broader work or accountabilities may be assigned as needed.
Requirements
  • Typically between 2 - 3 years of relevant experience.
  • Ability to adapt to change.
  • Should be an individual contributor.
  • Self-starter, does not require supervision.
  • Ability to assist clients in navigating digital products like websites and apps.
  • Nice to Have – Amazon Connect or similar technology.
  • Specialized knowledge – Proficient in Microsoft Office Suite.
  • Verbal and written communication skills - Good.
  • Organization skills - Good.
  • Collaboration and team skills - Good.
  • Analytical and problem-solving skills - Good.
What We Offer

We offer a competitive salary range of $52,800.00 - $98,400.00, a salaried pay type, and a comprehensive benefits package, including health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans.

We are an equal opportunity/affirmative action employer and are committed to an inclusive, equitable, and accessible workplace. We welcome applications from diverse candidates and encourage you to apply.



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