Virtual Estate Specialist – Bilingual, French/English

Job Description:

  • Works with executors, liquidators, and branch employees to process estate-related settlements for deceased BMO customers
  • Provides support, guidance, and expertise to ensure customer experience during this difficult time is seamless and effortless
  • Probes to understand the banking needs of the estate and integrates marketing promotions and programs into customer conversations as appropriate
  • Completes needs assessment to identify and recommend financial solutions and preferred banking channels
  • Handles calls and requests in an informed, professional, and efficient manner
  • Contacts the customer / executor / liquidator to obtain necessary information for the estate case; ensures customer stays informed of status and outcomes
  • Stays abreast of consumer needs, industry trends and best practices, and the regulatory environment as it relates to the products and services provided
  • Collaborates with internal and external stakeholders in order to deliver on business objectives
  • May provide training and coaching to junior associates as needed
  • Executes work to deliver timely, accurate, and efficient service
  • Completes all tasks related to estate processes as per legal and regulatory requirements and the Bank’s policies and processes
  • Works collaboratively with BMO partners and specialists to ensure a common understanding of customer cases
  • Reviews all legal documents provided by clients
  • Answers service requests and calls as needed
  • May make outbound calls to customers to request information
  • Maintains the confidentiality of customer and Bank information
  • Works in collaboration with BMO partners by providing subject matter expert advice on how to handle errors, complex issues, and escalations
  • Adheres to regulatory and compliance requirements, including various reporting requirements
  • Follows established processes and procedures to resolve errors and issues as needed
  • Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees
  • Analyzes issues and determines next steps

Requirements:

  • Typically between 2 - 3 years of relevant experience
  • Post-secondary degree in related field of study desirable or an equivalent combination of education and experience
  • Must meet the licensing and certification requirements for the team / branch / jurisdiction where the mandate is being fulfilled
  • Knowledge of Estate and Deceased topic – In-depth
  • Understanding of risk and regulatory requirements
  • Knowledge of systems and applications – Working
  • Knowledge of workflow priorities and deadlines – Good
  • Specialized knowledge
  • Verbal & written communication skills - Good
  • Organization skills - Good
  • Collaboration & team skills - Good
  • Analytical and problem solving skills - Good
  • Fully available Monday to Saturday for all shifts possible
  • Fluent in French and English

Benefits:

  • Health insurance
  • Tuition reimbursement
  • Accident and life insurance
  • Retirement savings plans
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