Client Service Specialist

2 weeks ago

Chicago, Illinois, United States Bank of Montreal Full time
Job Summary

We are seeking a highly skilled and motivated Client Service Specialist to join our team. As a key member of our Commercial Sales and Service group, you will be responsible for providing exceptional operational support to grow our market share and maximize profitability of client relationships.

Key Responsibilities
  • Provide timely and effective problem resolution to clients, identifying and closing or referring enhancement opportunities during client service interactions.
  • Review similar activities of other clients in the same industry, providing assistance and guidance relative to industry best practices.
  • 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 offerings, providing needed information or directing clients to the appropriate source.
  • 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.
  • Participate in audit and customer issues resolution, correcting irregularities and escalating 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, 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 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.
  • Broaden work or accountabilities may be assigned as needed.
Requirements
  • Typically between 3-5 years of relevant experience and post-secondary degree in a 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 and written communication skills - In-depth.
  • Collaboration and team skills - In-depth.
  • Analytical and problem-solving skills - In-depth.
  • Influence skills - In-depth.

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