Customer Contact Agent

Customer Contact Agent
Employment type: Full-time
City: Montréal
Last visit: 2014-10-29
Author's ads: 1

Posted: 2014-10-29


What's in it for you?

Competitive salary 18.20 an hour / $35,500 annually)

3 weeks paid vacation

Benefits coverage commencing first day of employment.

Free banking on most services and other great banking discounts, plus hundreds of other great discounts with various vendors through "Best of BMO" offer.

A comprehensive paid training program to set you up for success

Participation in our Employee Share Ownership Plan and own common shares; bank matches half of your contribution up to 6

At BMO, you have more than a job. You have an opportunity to build a career that's uniquely yours.

What is this role about?

You will be a trusted advisor to clients by listening to understand their needs and helping simplify and guide their financial decisions. BMO offers clients a full range of products and services to meet their needs and you will help in choosing from wide range of options. (Products and services include investments, new accounts, MasterCard products, overdraft protection, telephone/web banking registrations and support, bill payment registrations, processing and general inquiries You will identify sales opportunities to grow the business while providing superior customer service.

Help us to deliver on our vision to be the bank that defines great customer experience, providing exceptional customer service and sales support to our customers by bringing clarity to their financial decisions and guiding them to the right product and services.

You will act as the primary contact for customer-focused conversations in a fast-paced, goal-focused, dynamic, team environment. Bring your passion, skills, and commitment, and earn the opportunity to build a career at BMO!

You recognize that by matching clients with the best products and services for their personal financial needs we are helping to give customers confidence in BMO as well as deliver great customer experience. BMO uses a balanced scorecard approach between sales, customer service, productivity and compliance to measure employee performance.

Whether you are looking to begin a career, re-enter the workforce, or transition to a new career, the Customer Contact Centre (CCC) is an excellent opportunity for you to turn your potential into performance. The CCC offers in depth training and coaching, best-in-class contact centre practices and continuous career growth opportunities.

What do you need to bring to this role to be successful?

The desire to proactively identify opportunities to help customers with their financial needs by matching them with the best products and services that BMO offers, including cross-selling and referral opportunities to other groups within BMO

The motivation to meet and exceed your personal sales targets

Strong listening and communication skills to identify and promote financial solutions that meet or exceed the customer's financial needs

Solid multi-tasking ability with above average keyboarding and internet/computer navigation skills for searching on-line for client data and product information while simultaneously conversing with client

Possess the ability to be a self-starter and embrace change

Ability to take the complexity out of financial decisions by helping to simplify, understand and guide the customer through the process

Put the customer and their needs first

What are we looking for?

Flexibility to work a schedule designed to meet your customers' needs. The Customer Contact Centre is a 7 day / 24 hour operation - candidates must be available for a variety of shifts to cover the hours of operation including day or evening shifts, weekends, and statutory holidays.

Candidates will be scheduled 37.5 hours per week via a schedule bidding process. Flexibility comes based on tenure and performance.

Fluently bilingual (English & French)

Completion of at minimum a high school diploma or 1-2 years of equivalent work experience in customer service and sales (preferably in one position

Availability for full time training between the hours of 8:30am and 5:00pm, Monday to Friday

Attendance to all training sessions is mandatory.

Following the completion of training, candidates must be available to work for the day shift, between 6:30AM and 9PM or the evening shift, between 2PM and midnight.

As part of the BMO Financial Group family, here's what a career with us means for you:

A sense of accomplishment knowing you have the opportunity to help customers gain confidence in their decisions by bringing clarity to their financial situation.

Growth Opportunities at BMO

The training you need to do your job and to turn your potential into performance, with support from your peers and managers every step along the way.

A clear understanding of how your work contributes to achieving a great customer experience and your team's results.

The opportunity to continually learn and grow, through our state-of-the-art learning centre - Institute for Learning - and/or enrol in external courses.

Support from your Manager and Manager-once-removed with your career goals, whether you are looking to:

Grow within and master your role by gaining additional skills and experiences in the same role,

Move across the company into jobs that will help you apply your skills, broaden your experience and build your network, or

Move into a new role with greater scope accountability and authority.

Reward & Recognition at BMO

Recognition for your work performance in ways that are important to you through our peer-to-peer and manager recognition program.

Participation in our monthly, quarterly and annual recognition contact centre awards.

Compensation & Benefits at BMO

Competitive salary, 3 weeks paid vacation and benefits coverage commencing first day of employment.

Participation in our Employee Share Ownership Plan and own common shares; bank matches half of your contribution up to 6

Free banking on most services and other great banking discounts, plus hundreds of other great discounts with various vendors through "Best of BMO" offer.

At our company, we have been helping our customers and communities for over 195 years. Working with us means being part of a team of talented and passionate individuals with a shared focus on working together to deliver great customer experiences. We stand behind your success with the support you need to turn your potential into performance.

To find out more visit our website at

"BMO Financial Group is committed to an inclusive and barrier-free workplace. By embracing diversity, we gain strength through our people and our perspectives."

Career Level: Experienced

Education: High School Diploma

Industry: Financial Services and Banking

Job Function: Customer Service