Senior Client Engagement Coordinator
4 weeks ago
Join Our Team
BMO Financial Group is committed to delivering exceptional service and innovative solutions to our customers. We're seeking a skilled Senior Emerging Market Concierge Client Service Associate to join our team
Role Overview
In this role, you'll provide operational support to drive business growth and enhance client relationships. You'll work closely with cross-functional teams to ensure seamless execution of strategic initiatives and meet client needs through a pooled call center environment or dedicated one-on-one relationships.
Main Accountabilities:
- Develop strong knowledge of our products and services to provide expert guidance to clients.
- Coordinate and execute key activities to implement strategic plans, track progress, and identify areas for improvement.
- Deliver high-quality reporting and analytics to inform business decisions and optimize operations.
- Identify opportunities for product enhancements and cross-selling to drive revenue growth.
- Provide exceptional client service by actively listening to concerns, diagnosing needs, and resolving issues promptly.
- Maintain accurate records of client interactions and requests using our tracking systems.
- Facilitate timely issue resolution, collaborating with internal stakeholders as needed.
- Communicate professionally with clients to convey ownership, competence, and respect for the client relationship.
- Consistently follow up with clients to ensure high standards of responsiveness and satisfaction.
- Advocate for individual clients, escalating issues as necessary to ensure prompt resolution.
- Support the development of tailored messaging, including writing, editing, and distributing communications.
- Monitor and collect client service fees.
- Collaborate with internal and external partners to achieve business objectives.
- Ensure timely, accurate, and efficient delivery of services.
- Handle complex tasks, including escalations from colleagues, while maintaining high standards of quality and productivity.
Requirements:
- Typically 2-3 years of relevant experience.
- Strong ability to adapt to change.
- Self-motivated and independent, with excellent time management skills.
- Experience assisting clients with digital products, such as websites and apps.
- Nice to Have: Amazon Connect or similar technology expertise.
- Proficiency in Microsoft Office Suite.
- Excellent verbal and written communication skills.
- Strong organization and collaboration skills.
- Analytical and problem-solving abilities.
Annual Salary: $74,000 - $129,000
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