Associate – Credit Service Group

This is a fully remote position, open to applicants in Canada.

📋 Description

• Comprehend customer requirements and deliver sales and services related to credit and lending.

• Guide customers on borrowing methods and product options.

• Execute sales and service tasks in compliance with established procedures.

• Recognize and refer customers to other departments as necessary.

• Provide customer experiences through diverse channels tailored to market demands.

• Offer personal banking and borrowing strategy guidance that prioritizes customer interests.

• Oversee transactional results from customer interactions or direct them to the relevant internal teams.

• Elevate complex or unresolved customer issues to management for resolution.

• Complete necessary documentation to accurately manage customer requests.

• Stay informed about personal banking and lending products, practices, and market trends.

• Research and evaluate lending applications according to set protocols.

• Address customer interactions with professionalism and efficiency.

• Incorporate marketing promotions and initiatives into customer discussions.

• Uphold the confidentiality of customer and bank information.

• Detect and report suspicious activities related to money laundering.

• Make credit decisions or recommendations aligned with credit-granting standards and bank policies.

• Utilize authorized credit criteria to meet customer requests.

• Evaluate issues, determine next actions, and escalate when necessary.

• Implement BMO’s Risk Management Framework and make informed, risk-aware decisions.

• Undertake additional responsibilities or tasks as assigned.

⛳️ Requirements

• Generally, 1–2 years of pertinent experience.

• A post-secondary degree in a relevant field is preferred, or an equivalent mix of education and experience.

• Understanding of personal lending and home financing solutions.

• Familiarity with the competitive landscape and trends in product offerings.

• Knowledge of contact center operational processes and policies.

• Insight into call center technology, processes, and performance metrics.

• Term Investment Qualification, as required.

• Basic specialized knowledge is essential.

• Strong verbal and written communication abilities.

• Good organizational capabilities.

• Effective collaboration and teamwork skills.

• Proficient analytical and problem-solving skills.

• Bilingual proficiency in French and English.

• Capability to assist clients and colleagues both within and outside the province of Quebec.

• Adherence to Anti-Money Laundering, Terrorist Financing, FCAC consumer provisions, the Privacy Act, and other relevant regulatory standards.

🏝️ Benefits

• Incentives based on performance.

• Discretionary bonuses.

• Health insurance coverage.

• Tuition reimbursement assistance.

• Accident and life insurance benefits.

• Retirement savings plans.

• Comprehensive training and coaching provided.

• Support from management.

• Opportunities for networking.

• Accommodations available upon request during the selection process.