Location: 69 Bramalea Rd, Bramalea, ON
Salary: $20–$22 an hour
Job type: Full Time , Part time
Shift/Hours: Morning, night, overnight
This position is at the Bramalea Main branch and is guaranteed 18.75 hours per week.
Delivers exceptional service to BMO customers and prospects. Identifies customer needs and provides advice and guidance regarding financial solutions that are in the best interests of customers. Works collaboratively within the branch and with BMO partners to deliver the desired customer experience and achieve overall business objectives.
- Identifies customer needs and initiates referrals to BMO colleagues.
- Supports customer requests for banking services, including handling transactions and supporting customers who walk into the branch.
- Welcomes customers warmly and meets their banking service and transactional needs with seamless execution.
- Offers advice and guidance on available digital and self-serve options with the goal of making it easy, simple, and fast to bank with BMO.
- Reviews customer profiles and engages customers in a needs-based conversation to identify potential opportunities and address everyday banking plans and credit card needs.
- Contributes to meeting branch business results and the customer experience.
- Supports operational activities (e.g. inventory management, escalated service requests, following up on customer applications, filing, opening and closing activities).
- Manages, loads, and reconciles cash transactions between treasury and various branch units (e.g. CRU).
- Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service level agreements.
- Acts as a key member of a collaborative and versatile branch and market team.
- Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic advice.
- Organizes work information to ensure accuracy and completeness.
- Takes the initiative to find creative approaches that make each customer’s experience feel personal.
- Looks for ways to contribute to the ongoing improvement of the overall branch customer experience.
Contributes to business results and the overall experience delivered in the branch.
- May work at multiple branches based on market needs; work schedule may differ from week to week in terms of days worked, hours, and shifts.
- Follows through on risk and compliance processes and policies to ensure we safeguard our customers’ assets, maintain their privacy, and act in their best interest.
- Keeps current with the wider financial services marketplace, the legal and regulatory environment, and our commitment to uphold the highest ethical requirements of our industry.
- Maintains current knowledge of personal banking products, practices, and trends and integrates into customer conversations.
- Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
- Complies with legal and regulatory requirements for the jurisdiction.
- Protects the Bank’s assets in compliance with all regulatory, legal, and ethical requirements.
- Completes standardized tasks under supervision.
- Performs initial problem solving within given rules/limits & escalates when required.
- Broader work or accountabilities may be assigned as needed.
- No prior experience necessary; post-secondary degree or certification in related field of study is desirable.
- High-level knowledge of personal, commercial and partner offers, and how each can best serve customers’ individual needs.
- Confident and experienced in the use of social media, tablets, smart phones, online tools, and applications.
- Highly skilled at helping people who don’t find digital applications intuitive to gain confidence in how to use them and to understand their benefits.
- Projects a professional presence.
- Basic knowledge of specialized sales and business banking solutions to refer to specialists.
- Passionate commitment to helping customers.
- A focus on delivering a personal experience to customers.
- Resourceful self-starter with courage and confidence to approach customers.
- Readiness to collaborate and work in different capacities as part of a team.
- Strong interpersonal skills, including the ability to build rapport and connections with customers.
- An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.
- Basic knowledge learned on the job.
- Verbal & written communication skills – Basic (in business environment).
- Organization skills – Basic (in business environment).
- Collaboration & team skills – Basic (in business environment).
- 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.
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.
What skills and qualities are important for a Customer Service Representative?
Several skills and qualities are important for a Customer Service Representative to perform their role effectively:
1. Communication: Customer Service Representatives must possess excellent communication skills, both verbal and written. They should be able to express themselves clearly, actively listen to customers, and convey information in a concise and understandable manner.
2. Patience and Empathy: Patience is crucial when dealing with customers, especially in challenging or stressful situations. Customer Service Representatives should demonstrate empathy and understanding towards customers’ concerns or issues, ensuring they feel heard and valued.
3. Problem-Solving: Customer Service Representatives encounter a wide range of customer inquiries and issues. They should have strong problem-solving skills to identify and offer effective solutions to resolve customer concerns promptly and efficiently.
4. Adaptability: The ability to adapt to different customer personalities and scenarios is important for a Customer Service Representative. They should be flexible and able to adjust their approach or communication style to meet the specific needs of each customer.
5. Product or Service Knowledge: Customer Service Representatives should possess a thorough understanding of the products or services they are providing support for. This knowledge allows them to provide accurate information, offer appropriate solutions, and address customer questions effectively.
6. Time Management: Effective time management is essential for Customer Service Representatives, as they often handle multiple customer inquiries simultaneously. They should be able to prioritize tasks, respond promptly to customer needs, and ensure timely follow-ups when necessary.
7. Positive Attitude: Maintaining a positive attitude, even in difficult situations, is important for Customer Service Representatives. A friendly and professional demeanor creates a welcoming environment, builds rapport with customers, and enhances overall customer satisfaction.
8. Attention to Detail: Paying attention to detail is vital when recording customer information, processing orders, or resolving issues. Customer Service Representatives should accurately capture and document relevant details to ensure seamless customer service.
Possessing these skills and qualities can make a Customer Service Representative highly effective in their role, delivering exceptional customer experiences and maintaining customer loyalty to the business.
What education and certification are required to become a Customer Service Representative?
The educational requirements for becoming a Customer Service Representative can vary depending on the employer and industry. In many cases, a high school diploma or equivalent is the minimum educational requirement for this role.
Formal education beyond high school is not always necessary to become a Customer Service Representative. However, some employers may prefer candidates with additional education or training in areas such as communication, customer service, or business.
While specific certifications are generally not required, there may be industry-specific certifications or training programs that can enhance a candidate’s qualifications. For example, there are certifications available for customer service skills or specific software systems commonly used in customer service roles.
Ultimately, the specific educational requirements and certifications needed to become a Customer Service Representative vary depending on the employer and the industry. It’s advised to research job postings, speak with professionals in the field, and consult with potential employers to understand the specific qualifications and certifications they may require for this role.
Who can apply to this job?
The employer accepts applications from:
- Canadian citizens and permanent or temporary residents of Canada.
- Other candidates with or without a valid Canadian work permit.
How to apply
Online: Apply On Company WebSite
What is the work environment like for Customer Service Representative?
The work environment for customer service representatives can vary depending on the company and the industry. However, there are some common factors that can be found in most customer service environments.
- Work location: Customer service representatives can work in a variety of settings, including call centers, retail stores, and corporate offices. Call centers are the most common setting, and they are often open 24 hours a day, 7 days a week. This means that customer service representatives may have to work early morning, evening, or late night shifts.
- Work hours: Customer service representatives typically work full-time hours, but some may also work part-time or on a contract basis. The number of hours worked per week can vary depending on the company and the industry.
- Workload: Customer service representatives can have a high workload, as they may be responsible for handling a large number of customer inquiries or complaints. This can be stressful, especially if the customer is upset or angry.
- Technology: Customer service representatives typically use a variety of technology in their work, including computers, telephones, and headsets. They may also be required to use customer relationship management (CRM) software to track customer interactions.
- Teamwork: Customer service representatives often work as part of a team, and they must be able to collaborate effectively with their colleagues. This is important for resolving customer issues and providing a positive customer experience.
Overall, the work environment for customer service representatives can be both challenging and rewarding. It is important for customer service representatives to have strong communication skills, problem-solving skills, and a positive attitude. They must also be able to handle difficult customers and work under pressure.
Here are some additional factors that can affect the work environment for customer service representatives:
- Company culture: The company culture can have a big impact on the work environment for customer service representatives. Some companies have a more relaxed and supportive culture, while others have a more demanding and stressful culture.
- Training: Most companies provide some training for their customer service representatives. However, the amount and quality of training can vary from company to company.
- Management: The management team can also have a big impact on the work environment for customer service representatives. A supportive and understanding management team can make a big difference in the overall work experience.
If you are considering a career in customer service, it is important to do your research and find a company with a work environment that is a good fit for you.