09/29/2024

Address:

13300 Crossroads Parkway North

Job Family Group:

Commercial Sales & Service

Commercial Client Service Team Lead

Provides exceptional, daily operational service support to grow the Bank’s market share and maximize the profitability of client relationships. Ensures client problem resolution is prompt and effective, and that enhancement opportunities are identified and closed or referred during client service interactions. Typically meets client service needs through a pooled call center environment or a dedicated one-on-one relationship with sensitive, complex and/or top-tiered clients.

Responsibilities:

• Fosters a culture aligned to BMO 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.
• Leads and executes business development plans so that business goals are achieved or exceeded.
• Provides overall leadership and strategic direction to the team; sets context, direction, accountabilities, tasks, and assignments.
• Develop solutions for customer-specific issues by engaging multiple internal stakeholders.
• Participates in client calls as required.
• Addresses customer service issues according to established parameters, escalating as required.
• Influences and negotiates to achieve business objectives.
• Recommends and implements solutions based on analysis of issues and implications for the business.
• Coordinates and executes specific activities for the implementation of strategic initiatives; including tracking metrics and milestones.
• Analyzes and interprets service problems to identify root causes and makes recommendations.
• Acts as the prime subject matter expert for internal/external stakeholders.
• Gathers and formats data into regular and ad-hoc reports, and dashboards.
• Participates in audit and customer issues resolution, correcting irregularities escalate as per established procedures.
• Set performance standards and monitor and actively manage service staff performance.
• Manages databases and provides support for analysis, forecasting and/or data visualization, ensuring adherence with data governance standards.
• Participate in product introduction and change management activity as a key client-facing, line representative.
• Leads change management activities related to products and services and compliance/regulatory matters.
• Creates policies and procedures for Commercial Bank to ensure quality client service and product delivery while protecting the Banks’ interests and managing risk.
• Develops and administers training programs.
• Documents all standard procedures and processes; and communicates new processes to service and sales staff.
• Provides coverage or back-up support for areas with staff shortage.
• Collaborates with managers to develop and implement processes and procedures to meet client expectations and ensure consistency across the Commercial Bank segments.
• Actively listens to clients' concerns and diagnoses clients’ service needs.
• Facilitates timely client problem resolution, and engages cross-functional representatives or groups as appropriate.
• Respond to client concerns professionally to convey ownership, competence, and respect for the client relationship.
• Accurately documents client requests using the group’s tracking systems.
• Facilitates action to close gaps between client expectations and client experiences in the performance of the Bank and its products.
• Applies consistent and timely follow-ups to demonstrate a commitment to customer satisfaction and high standards of responsiveness.
• Serves as an advocate for individual clients and escalates issues as necessary to facilitate the timely resolution of service problems.
• Supports the development of tailored messaging, which may include writing, editing, and distributing communications.
• Tracks collection of client service fees
• Collaborates with internal and external stakeholders in order to deliver on business objectives.
• Executes work to deliver timely, accurate, and efficient service.
• Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
• Provides specialized consulting, analytical, and technical support.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently and regularly handles non-routine situations.
• Broader work or accountabilities may be assigned as needed.

Qualifications:

• 5 - 7 years of relevant experience in managing or leading a team of Client Service Associates
• Have experience in coaching the team
• Experience with managing escalations
• Experience with Data Analytics
• Stakeholder management
• Experience within the Financial Industry
• Treasury Product, Cash Management, and Service knowledge is a plus
• If a Credit Qualifiable job, Credit Qualifications, and associated credit knowledge and skills according to the established qualification standards.
• Deep knowledge and technical proficiency gained through extensive education and business experience.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem-solving skills - In-depth.
• Influence skills - In-depth.
• Data-driven decision making - In-depth.

Salary:

$87,000.00 - $161,400.00

Pay Type:

Salaried

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

We’re here to help

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact.  We strive to help you make an impact from day one – for yourself and our customers.  We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at http://jobs.bmo.com/us/en

BMO is 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. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.