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Sales and Service Director

2 months ago

Vergennes, Vermont, United States BMO Financial Group Full time
About the Role

We are seeking a highly skilled Sales and Service Manager to join our team at BMO Financial Group. As a key member of our organization, you will be responsible for guiding, directing, and coaching employees to deliver exceptional service to our customers and prospects.

Key Responsibilities
  • Understand customer needs to provide sales and service in the best interests of the customer
  • Advises customers on products and strategies that meet their financial objectives
  • Identifies and makes referrals to other business groups
  • Supports sales and customer service activities to meet strategic customer experience and profitability goals
  • Fosters a culture aligned to BMO's purpose, values, and strategy
  • Ensures alignment between values and behavior that fosters diversity and inclusion
  • Regularly connects work to BMO's purpose, sets inspirational goals, and ensures clear accountability for follow-through
  • Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders
  • Attracts, retains, and enables the career development of top talent
  • Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance
  • Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations
  • Coordinates service requests and problem resolution processes to ensure accurate completion and follow-up that meets or exceeds customer expectations
  • Generates leads to build and maintain customer relationships, resulting in outcomes that define a great customer experience
  • Supports the Bank's community involvement and participates in community activities
  • Resolves customer-related issues using knowledge of bank services, products, and processes
  • Fulfills sales and service activities for the customer in accordance with approved procedures
  • Provides input into area business and market plans to optimize new and existing business opportunities within the community
  • Establishes relationships with business partners to maintain knowledge of interdependent systems and related policies and procedures
  • Reviews results and performance measures against plans and standards to address gaps and develop plans
  • Analyzes data and information to provide insights and recommendations
  • Provides technical training and support to branch employees to maintain operational and sales effectiveness and recommends improvements
  • Manages transactional outcomes for customer calls or defers to appropriate internal business groups
  • Resolves complex or unresolved customer situations or escalates to the next higher manager for resolution
  • Maintains current knowledge of personal banking and credit card industries, practices, and trends and integrates into customer conversations
  • Builds effective relationships with internal/external stakeholders
  • Maintains the confidentiality of customer and Bank information
  • Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering
  • Complies with all legal and regulatory requirements for the jurisdiction
Requirements
  • Typically between 2-3 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience
  • Basic banking or customer service/sales or equivalent experience
  • Previous supervisory or management experience - preferred
  • General knowledge of retail banking products and services
  • General knowledge of applicable regulations, audit standards, and related policies, procedures, and directives
  • Working knowledge of competitive marketplace and trends in product offerings
  • General knowledge of branch operational processes and policies
  • General knowledge of branch technologies, processes, and performance metrics
  • Specialized knowledge
  • Verbal & written communication skills - Good
  • Organization skills - Good
  • Collaboration & team skills - Good
  • Analytical and problem-solving skills - Good
What We Offer

We offer a competitive salary of $41, $67,000.00 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 welcome applications from diverse candidates. Accommodations are available on request for candidates taking part in all aspects of the selection process.

We are committed to an inclusive, equitable, and accessible workplace. By learning from each other's 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.