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Sales and Service Director

2 months ago

Milwaukee, Wisconsin, United States BMO Financial Group Full time
About the Role

We are seeking a highly skilled and experienced 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 the needs of our customers or prospects 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 in compliance with legal and regulatory requirements and the Bank's policies and processes.
  • Fosters a culture aligned to BMO's purpose, values, and strategy and role models BMO values and behaviors in all that they do.
  • Ensures alignment between values and behavior that fosters diversity and inclusion.
  • Regularly connects work to BMO's purpose, sets inspirational goals, defines clear expected outcomes, 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 to provide strategic advice in the best interests of the customer.
  • Coordinates service requests and problem resolution processes to ensure accurate completion and follow-up that meets or exceeds customer expectations, or escalates for resolution.
  • 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 (e.g., CDC, MasterCard, Symcor, etc.) to maintain knowledge of interdependent systems and related policies and procedures.
  • Reviews results and performance measures against plans and standards (e.g., sales targets, service targets, referral targets) 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.
  • Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
  • Analyzes issues and determines next steps.

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.