09/11/2024

Address:

250 Yonge Street

Wealth Sales & Service

The BMO Insurance Service Centre (BISC) Analyst will play a key role in supporting the bank's mission of "being there to help". As an integral member of the BMO Creditor Insurance Operations team, this role will respond to customer inquiries received from our sales channels, provide excellent customer service to both internal partners and external customers, process a wide variety of complex technical transactions and conduct investigations of complaints regarding insurance products and/or services.

The role will:

• Proactively manage all incoming queries and issues in a professional, compliant and timely manner ensuring all prescribed guidelines and processes are adhered to. The BISC Analyst requires in-depth knowledge of creditor insurance processes and products, as well as BMO systems, and will be required to communicate with our insurers/suppliers.
• Investigate and resolve English and French escalated customer complaints regarding insurance products.  The BISC Analyst will provide recommendations on the resolution of customer complaints to Senior Management and Executives.

The BISC Analyst will support the branch team and our insurance partners to confidently help customers meet their creditor insurance needs. The analyst will provide assistance in retaining and expanding customer relationships to help achieve retention, sales and profitability objectives. 

Operations:

• Answers inquiries and provides accurate information about Creditor Insurance products.
• Responds to information requests and follows established protocols.
• Resolves issues escalating as required.
• Handle non-routine creditor insurance transactions and issues.
• Processes client service requests and administrative requests according to established procedures and policies, and submits as required for approval.
• Collaborates with internal and external stakeholders in order to deliver on business objectives.
• Analyzes data and information to provide insights and recommendations to determine next steps.
• Integrates information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting.
• Follows established procedures in all communications with clients – by phone, e-mail or written – to ensure that compliance requirements are met for all scenarios.
• Create and maintains records on all systems to ensure accuracy of client information. Recommends workflow improvements to deliver a more efficient operation.
• Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
• Conduct timely analysis of day-to-day information and reports on creditor insurance to ensure compliance with terms and conditions of contracts and maintenance of accounts
• Research, investigate and analyze problems/ exceptions, including those referred from other staff within established procedures and timelines
• Monitor and shift priorities according to complexity and urgency levels to ensure service level agreements (SLAs) are met
• Escalate issues and concerns as appropriate
• Adhere to all established Policy and Procedures on the BMO Intranet site, as well as internal Business Processes documented by the BISC Manager

Complaints Handling:

• Conduct impartial investigations of complaints regarding insurance products and/or services from customers of BMO’s Canadian creditor insurance and businesses.
• Review and research complaints, provide recommendations on resolution to Senior Management and Executives.
• Respond to customer concerns by preparing customer documentation and summaries of complex cases.
• Review and tackle incoming complaints while referring to the appropriate colleagues as required.
• Assist stakeholder review processes and provided product knowledge to internal stakeholders.
• Ensure compliance and adherence to Bank policies and procedures.
• Track and log all customer inquiries and complaints for reporting purposes.

Other:

• Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.
• Supports the development of tools and delivery of training focused on delivering business
• Participate in team and/or business unit projects, as needed, to improve business processes and/or customer service
• Broader work or accountabilities may be assigned as needed.

Qualifications:

• Bilingual in English/French - Required.
• 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.
• In‐depth knowledge about Creditor Insurance products, process, policies and practices .
• In-depth knowledge of BMO Systems (i.e. Customer Connect, TSYS, Optimizer)
• Ability to work independently and deal with confidential and sensitive matters in a professional manner.
• Interpersonal and conflict resolution skills - Excellent.
• Verbal & written communication skills – Excellent.
• Analytical and problem solving skills - Excellent.
• Organization skills - Excellent.
• Collaboration & team skills - Excellent.

$37,500.00 - $69,500.00

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 https://jobs.bmo.com/ca/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. 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.