Sr. Customer Advocacy Liaison

• Remote Opportunity**
  
  

Work Schedule: Monday - Friday, 8:30 - 4:30 pm CT

The main responsibilities of a Sr. Customer Advocacy Liaison are to address and resolve customer complaints. They serve as a liaison between customers and BMO, working to find fair and satisfactory resolutions to issues or concerns raised by customers. This may involve conducting thorough investigations and working with relevant departments to identify root causes and resolution.

• Conducts impartial review of unresolved customer complaints regarding Bank products and/or services.
• Manages an ongoing portfolio of 25-30 cases.
• Fulfills resolution within specified time frames (depending on complexity of the case)
• Finds innovative, collaborative solutions to resolve customer complaints and inquiries while balancing the customer’s and the bank's needs.
• Breaks down strategic problems, and analyzes data and information to provide insights and recommendations.
• Collaborates with specialized units within BMO (e.g., legal, media, privacy) to develop integrated, customer focused solutions to resolve high risk contentious cases.
• Builds and fosters strong relationships with BMO partners and leaders.
• Prepares customer documentation and executive summaries of complex cases.
• Reviews and triages incoming complaints and refers to appropriate colleagues or escalates as required; identifies urgent, sensitive and/or reputational issues.
• Participates in business led initiatives to identify process improvements that will help the customer.
• Works independently on a range of complex tasks, which may include unique situations.
• Broader work or accountabilities may be assigned as needed.
  

Qualifications:

• Typically between 5 - 6 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Experience utilizing TPSS, HOST, TSYS systems
• Experience working in a senior Branch role is preferred
• Knowledge of products, services, and operations – In-depth.
• Reasoning and problem resolution skills - In-depth.
• Research skills - In-depth.
• Technical proficiency gained through education and/or 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.
  
  

Compensation and Benefits:

$56,000.00 - $80,000.00

The base salary represents BMO Financial Group’s hiring range for this position. Actual salaries will vary and will be based on various factors, such as location, skills, experience, and qualification for the role. Salaries for part-time roles will be pro-rated based on number of hours regularly worked.

Base salary is one component of BMO Financial Group’s total compensation package for employees, which may include performance-based incentives, commissions or 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: www.bmousbenefits.com.

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/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.