Client Delivery Associate

9 hours ago

Chicago, Illinois, United States BMO Financial Group Full time
Job Summary

We are seeking a highly skilled Client Delivery 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 profitability of client relationships.

Key Responsibilities
  • Provides prompt and effective problem resolution for clients, identifying and closing or referring enhancement opportunities during service interactions.
  • Reviews similar activities of other clients in the same industry, providing assistance and guidance relative to industry best practices.
  • Ensures that tickets are resolved and closed as per the clients expectations and to their satisfaction.
  • Demonstrates an in-depth understanding of product and service, providing needed information or directing clients to the appropriate source.
  • Coordinates and executes specific activities for the implementation of strategic initiatives, including tracking metrics and milestones.
  • Gathers and formats data into regular and ad-hoc reports, and dashboards.
  • Participates in audit and customer issues resolution, correcting irregularities and escalating as per established procedures.
  • Identifies process improvement opportunities for better efficiency in meeting the needs of current clients.
  • Shares any information with Management received while conducting client service business that would indicate a risk or an opportunity to the Bank.
  • Provides input into the planning and implementation of operational programs.
  • Actively listens to clients' concerns and diagnoses clients service needs.
  • Facilitates timely client problem-resolution, engaging cross-functional representatives or groups as appropriate.
  • Responds to client concerns in a professional manner to convey ownership, competence, respect for the client relationship.
  • Accurately documents client requests using the groups tracking systems.
  • Facilitates action to close gaps between client expectations and client experiences in the performance of the Bank and its products.
  • Applies consistent and timely follow-ups to demonstrate a commitment to customer satisfaction and high standards of responsiveness.
  • Serves as an advocate for individual clients and escalating issues as necessary to facilitate the timely resolution of service problems.
  • Supports the development of tailored messaging, which may include writing, editing and distributing communications.
  • Tracks collection of client service fees.
  • Collaborates with internal and external stakeholders in order to deliver on business objectives.
  • Executes work to deliver timely, accurate, and efficient service.
  • Focus may be on a business/group.
  • Thinks creatively and proposes new solutions.
  • Exercises judgment to identify, diagnose, and solve problems within given rules.
  • Works mostly independently.
  • Broad work or accountabilities may be assigned as needed.
Qualifications
  • Typically between 3 - 5 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
  • If a Credit Qualifiable job, Credit Qualifications and associated credit knowledge and skills according to the established qualification standards.
  • Specialized knowledge from education and/or business experience.
  • Verbal & written communication skills - In-depth.
  • Collaboration & team skills - In-depth.
  • Analytical and problem-solving skills - In-depth.
  • Influence skills - In-depth.
Salary

$52,800.00 - $98,400.00

Salaried

The above represents BMO Financial Groups pay range and type. Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Groups expected target for the first time in this position.

BMO Financial Groups total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

We are committed to an inclusive, equitable and accessible workplace. By learning from each others differences, we gain strength through our people and our perspectives. BMO is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.

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