Job Description
Internal Contact Center- Remote
Full time
Job ID : R230020151
- Virtual, WI 53910, United States of America
- Virtual, IL 60101, United States of America
Job Family Group: Customer Shared Services
Provides efficient and accurate handling of customer requests and transactions in a professional and timely manner. Ensures all required policies, guidelines and standards are met as they provide service to BMO customers. Includes a mix of customer service and customer fulfillment activities.
- Processes customer application to fulfill customer requests from set up to settlement in accordance with policies and standards.
- Assists in processing more complex customer application/requests.
- Collaborates with internal and external stakeholders in order to deliver on business objectives.
- Analyzes data and information to provide insights and recommendations.
- Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.
- Completes administrative activities to ensure the smooth operation of the unit; including scanning and filing documents as required.
- Investigates and addresses specific customer issues.
- Organizes work information to ensure accuracy and completeness.
- Provides customer service by responding to general questions via phone, mail or fax in a timely and professional manner; includes acting as a main point of contact for certain customer requests.
- Refers more complex and specific requests, questions or issues as required.
- Gathers additional documentation from the customer and/ or internal/external stakeholders to ensure all required information is available to fulfill client requests.
- Recommends workflow improvements to deliver a more efficient operation.
- Manages customer documentation to ensure that records are maintained in a proper manner.
- Completes complex & diverse tasks within given rules/limits.
- Analyzes issues and determines next steps; escalates as required.
- Broader work or accountabilities may be assigned as needed.
Qualifications:
- Typically between 1 2 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.
- Able to handle volume of customer requests.
- Basic specialized knowledge.
- Verbal & written communication skills – Good.
- Organization skills – Good.
- Collaboration & team skills – Good.
- Analytical and problem solving skills – Good.