Associate – Credit Service Group

Job Description:

  • Understand customer needs and provide credit and lending-related sales and service
  • Advise customers on borrowing strategies and products
  • Fulfill sales and service activities in accordance with approved procedures
  • Identify and refer customers to other business groups
  • Deliver customer experiences through various channels based on market needs
  • Provide personal banking and borrowing strategy advice in customers’ best interests
  • Manage transactional outcomes of customer contacts or defer to appropriate internal groups
  • Escalate complex or unresolved customer situations to managers
  • Complete documentation to accurately process customer requests
  • Maintain current knowledge of personal banking and lending products, practices, and trends
  • Research and investigate lending applications following established processes
  • Handle customer contacts professionally and efficiently
  • Integrate marketing promotions and programs into customer conversations
  • Maintain confidentiality of customer and Bank information
  • Identify and report suspicious activity related to money laundering
  • Make credit decisions or recommendations in accordance with credit-granting principles and Bank policies
  • Use authorized credit qualifications to fulfill customer requests
  • Analyze issues, determine next steps, and escalate as required
  • Apply BMO’s Risk Management Framework and make sound, risk-informed decisions
  • Perform other broader work or accountabilities as assigned

Requirements:

  • Typically 1–2 years of relevant experience
  • Post-secondary degree in a related field of study desirable, or equivalent combination of education and experience
  • Knowledge of personal lending and home financing products
  • Knowledge of competitive marketplace and trends in product offerings
  • Knowledge of contact centre operational processes and policies
  • Knowledge of call centre technology, processes, and metrics
  • Term Investment Qualified, as required
  • Basic specialized knowledge
  • Good verbal and written communication skills
  • Good organization skills
  • Good collaboration and team skills
  • Good analytical and problem-solving skills
  • Fluent in French and English
  • Ability to support clients and team members inside and/or outside the province of Quebec
  • Compliance with Anti-Money Laundering, Terrorist Financing, FCAC consumer provision, Privacy Act, and other applicable regulatory requirements

Benefits:

  • Performance-based incentives
  • Discretionary bonuses
  • Health insurance
  • Tuition reimbursement
  • Accident and life insurance
  • Retirement savings plans
  • In-depth training and coaching
  • Manager support
  • Network-building opportunities
  • Accommodations available on request during the selection process
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