Bilingual Associate, Credit Service Group

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

📋 Description

• Comprehend customer requirements and deliver credit and lending-related sales and services to BMO clients or potential clients.

• Provide guidance to customers on borrowing strategies and products that align with their goals.

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

• Recognize and refer customers to other business divisions as necessary.

• Engage through various channels to ensure a positive customer experience and meet business goals.

• Inquire to grasp customer needs and offer personalized banking and borrowing strategy advice.

• Oversee transactional results of customer interactions or direct them to the relevant internal business units.

• Refer complex or unresolved customer issues to management.

• Complete necessary documentation to process customer requests accurately.

• Stay updated on personal banking and lending products, practices, and industry trends.

• Conduct research and evaluation of lending applications following predefined processes.

• Manage customer interactions with professionalism, knowledge, and efficiency.

• Incorporate marketing promotions and initiatives into customer discussions when suitable.

• Ensure confidentiality of customer and bank information.

• Detect and report suspicious activity patterns associated with money laundering.

• Comply with Anti-Money Laundering, Terrorist Financing, FCAC consumer provisions, Privacy Act, and other regulatory and compliance requirements.

• Make credit decisions or recommendations based on credit-granting principles and bank policies.

• Utilize authorized credit qualifications to meet customer requests.

• Analyze problems, determine subsequent actions, and escalate when needed.

• Apply the Risk Management Framework and make informed, risk-aware decisions that align with business strategies and applicable policies, laws, and regulations.

• Undertake additional responsibilities or tasks as assigned.

⛳️ Requirements

• Available for a shift from 9 am to 6 pm EST, Monday to Friday.

• Generally 1 to 2 years of relevant experience.

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

• Bilingual proficiency in both English and French is required.

• Understanding of personal lending and home financing products.

• Awareness of the competitive landscape and product-offering trends.

• Familiarity with contact center operational processes and policies.

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

• Term Investment Qualified as necessary.

• Basic specialized knowledge.

• Strong verbal and written communication skills.

• Effective organizational skills.

• Ability to collaborate and work well within a team.

• Proficient analytical and problem-solving abilities.

• Capacity to make credit decisions or recommendations that adhere to bank policy and sound credit-granting principles.

• Adherence to Anti-Money Laundering, Terrorist Financing, FCAC, Privacy Act, and other regulatory requirements.

🏝️ Benefits

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.

• Performance-based incentives.

• Discretionary bonuses.

• Additional perks and rewards.

• Comprehensive training and coaching.

• Support from management.

• Opportunities for networking.

• Tools and resources to achieve new milestones.

• Accommodations available upon request throughout the selection process.