Client Relationship Specialist, BMO InvestorLine
BMO Financial Group
Montréal, QC
Permanent position, 37.5h per week
Flexible Working Hours: Monday to Friday, between 8am and 8pm
Location: 2015 Peel St. Montreal

The Client Relationship Specialist’s primary responsibility is to provide our clients superior customer service experience. Being the first point of client contact, the specialist core mandate is to assist our clients with questions related to their BMO InvestorLine accounts, accept trading instructions on a variety of investment vehicles, educate our clients on BMO InvestorLine products and services as well as look for opportunities to enhance the overall client experience and expand the relationship.

Inquiries or instructions around customer service will range from assisting with registered or non-registered account opening and maintenance, rates and program fee structures, corporate reorganisations, cash movements, margin lending as well as online support around tools/services/products offered through BMO InvestorLine website. The incumbent must be resourceful, patient and resilient and able to resolve client inquires through a willingness to use an open, direct, and fair minded approach to clearly communicate with our clients. Taking ownership of issues is critical. The specialist will leverage on the BMO InvestorLine Customer Connect model with the ultimate goal of buildying and solidifying customer loyalty that will positively reflect in individual and overall firm’s Net Promoter Score (NPS).

This incumbent will be IIROC licensed. The specialist will accept trading instructions from our clients on a wide range of investment products such as stocks, ETFs, bonds, GICs, mutual funds, hedge funds, money market instruments, etc. Thus the specialist is responsible for meeting the IIROC initial licensing requirements as well as the IIROC Continuing Education requirements to maintain an active license. Considering the heavily regulated industry, the incumbent is responsible for understanding and adhering to all internal policies and industry rules and regulations as well as be able to clearly explain/educate such complex matters to our customers. The specialist will act as the first-level gatekeeper and is responsible for obtaining the various approvals in order to satisfy industry regulators (IIROC) and strict internal audit guidelines. To ensure compliance, regulatory and risk mitigation requirements are followed, all approvals are to be carried out using a high degree of due diligence.

The specialist must seek, recognize and act upon opportunities to expand business relationships with clients, based on a foundation of excellent service.

The specialist provides input to develop and achieve team objectives. Works toward meeting productivity goals. Acts independently within specific industry and regulatory guidelines. The representative must have flexibility with work assignments and schedules as assigned, will operate in multiple working relationships/partnerships/environments. The specialist will be resolving issues and reporting any discrepancies to supervisor/manager

Service and Productivity
Projecting a positive and professional image showing each customer that they are highly valued, demonstrating to customer honesty and conducting all communications in accordance with established Customer Conversation Strategy.
Managing work within a number of specific productivity targets
Take “ownership” of customer satisfaction by handling any problems/issues effectively, with empathy and escalating as appropriate.
Ensure trading instructions and all ticket creations are executed with accuracy.

Personal Development

Successfully meet all core courses and IIROC CE requirements
Takes appropriate steps to update skills and abilities to maintain capabilities within the current role position. Understands the need for ongoing training and learning. Responds constructively to feedback and suggestions
Takes the initiative for identifying and acting upon personal skill areas to be developed. May seek opportunities to apply new learning outside current job scope.
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Qualifications

Knowledge and Skills :
Candidates will have to successfully complete Canadian Securities Course, Conduct and Practices Handbook, Derivatives Fundamentals Course and Canadian Options Course
Knowledge and understanding of industry regulations & standard
Broad knowledge and understanding of BMO InvestorLine Inc. products and services
Excellent customer service skills
Exceptional telephone and communication skills
Great ability to seek, recognize and act upon opportunities to expand business relationships with clients
University or Community College diploma/degree or equivalent experience
Strong math skills – ability to calculate margin requirements
Goal and achievement oriented
Analytical and problem solving skills
Ability to work in a high stress environment
Ability to adapt in a fast-paced, changing environment
Must be resourceful, patient and resilient
The incumbent should be self-motivated and have the ability to work independently
Fully bilingual, French and English
Operates in multiple working relationships/partnerships/environments
General computer knowledge (Word, Excel, Windows)

We’re here to help

At BMO we have a shared purpose; we put the customer at the centre of everything we do – helping people is in our DNA. For 200 years we have thought about the future—the future of our customers, our communities and our people. We help our customers and our communities by working together, innovating and pushing boundaries to bring them our very best every day. Together we’re changing the way people think about a bank.

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://bmocareers.com.

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.

Job Self Directed Investing
Primary Location Canada-Quebec-Montreal
Organisation BMO Digital-X005650
Schedule full-time
Job Posting 10/10/19
Unposting Date Ongoing