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Client Service Specialist

2 months ago

Minneapolis, Minnesota, United States BMO Financial Group Full time
Job Summary

We are seeking a highly skilled Client Service Specialist to join our team at BMO Financial Group. As a key member of our operations team, you will be responsible for providing exceptional service to our clients, ensuring their needs are met and exceeded.

Key Responsibilities
  • Provide daily operational service support to grow the Bank's market share and maximize profitability of client relationships.
  • Ensure client problem resolution is prompt and effective, and that enhancement opportunities are identified and closed or referred during client service interactions.
  • Typically meet client service needs through a pooled call center environment or a dedicated one-on-one relationship with sensitive, complex and/or top-tiered clients.
  • Review similar activities of other clients in the same industry, providing assistance and guidance relative to industry best practices.
  • May be able to apply interest adjustments based on limits.
  • Ensure that tickets are resolved and closed as per the client's expectations and to their satisfaction.
  • Demonstrate an in-depth understanding of product and service, by providing needed information or directing clients to the appropriate source.
  • Coordinate and execute specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones.
  • Gather and format data into regular and ad-hoc reports, and dashboards.
  • Participate in audit and customer issues resolution, correct irregularities escalate as per established procedures.
  • Identify process improvement opportunities for better efficiency in meeting the needs of current clients.
  • Share any information with Management received while conducting client service business that would indicate a risk or an opportunity to the Bank.
  • Provide input into the planning and implementation of operational programs.
  • Actively listen to clients' concerns and diagnose clients' service needs.
  • Facilitate timely client problem-resolution, engage 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.
  • Focus may be on a business/group.
  • Think creatively and propose new solutions.
  • Exercise judgment to identify, diagnose, and solve problems within given rules.
  • Work mostly independently.
  • Broader work or accountabilities may be assigned as needed.
Qualifications

Typically between 5 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.

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.