Bilingual Assistant Manager – Credit Card Lending

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

📋 Description

• Recognizes customer requirements and delivers credit and lending-related sales and services to BMO clientele or prospects.

• Offers guidance to customers on borrowing strategies and products tailored to their goals.

• Executes sales and service tasks for customers following approved protocols.

• Identifies opportunities and makes referrals to other business divisions.

• Utilizes various channels based on market demands to provide the desired customer experience and fulfill overall business objectives.

• Provides counsel and support to assigned business/group regarding the implementation of solutions.

• Aids in the execution of strategic initiatives in partnership with internal and external stakeholders.

• Supervises team performance in the absence of the Manager.

• Develops and implements short-term tactics/plans to foster specific behaviors, activities, and outcomes.

• Carries out development plans and coaching tasks as assigned by the manager.

• May offer training and coaching to junior associates as necessary.

• Engages in discussions to understand customer needs and provides guidance concerning personal banking and borrowing strategies that serve the best interests of the customer.

• Manages all transactional outcomes from customer interactions or refers to appropriate internal business units.

• Elevates complex or unresolved customer issues to managers as needed.

• Completes necessary documentation to ensure accurate processing of customer requests.

• Keeps up-to-date with personal banking and lending products, practices, and industry trends, integrating this knowledge into customer conversations professionally.

• May conduct research and investigation into lending applications, adhering to established procedures.

• Addresses customer contacts in an informed, professional, and efficient manner.

• Incorporates marketing promotions and programs into customer dialogues where suitable.

• Maintains the confidentiality of customer and bank information.

• Identifies and reports suspicious activity patterns that may be related to money laundering.

• Complies with regulatory and compliance requirements.

• Makes credit decisions/recommendations in line with sound credit-granting principles and in accordance with Bank Policies & Procedures.

• Utilizes authorized credit qualifications as necessary to meet customer requests.

• Operates mostly independently.

⛳️ Requirements

• Generally possesses 3 to 5 years of relevant experience.

• Holds a post-secondary degree in a related field or an equivalent combination of education and experience.

• Familiarity with personal lending and home financing products.

• BMO ALD and/or UDL certification is preferred.

• Experience with Credit Card lending is preferred.

• Awareness of competitive market trends and product offerings.

• Understanding of contact center operational processes and policies.

• Knowledge of call center technology, processes, and performance metrics.

• Proficient verbal and written communication skills in both French and English - In-depth.

• Strong collaboration and team skills - In-depth.

• Advanced analytical and problem-solving skills - In-depth.

• Strong influencing skills - In-depth.

🏝️ Benefits

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.