Bilingual Investigator – Customer Resolution Office

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

📋 Description

• Perform unbiased evaluations of unresolved customer grievances related to Bank products and/or services.

• Discover innovative and cooperative solutions that balance the needs of both customers and the bank.

• Regularly assess and enhance work processes to optimize group effectiveness and efficiency.

• Establish, maintain, and nurture client relationships.

• Identify enhancements that support the overall client experience.

• Provide expert knowledge on products, processes, and operating systems.

• Recognize knowledge deficiencies and opportunities for team performance improvement.

• Collaborate with legal, media, privacy, and other specialized BMO units on high-risk contentious matters.

• Cultivate and strengthen relationships with BMO partners and leadership.

• Analyze strategic challenges, data, and information to generate insights and recommendations.

• Monitor and evaluate performance while addressing any issues that arise.

• Oversee the complaint resolution process for outstanding complaints.

• Compose and deliver customer response letters in accordance with established processes and guidelines.

• Prepare customer documentation and executive summaries for complex cases.

• Review and categorize incoming complaints, referring them appropriately and escalating urgent, sensitive, or reputational issues.

• Participate in business-led initiatives aimed at process improvement.

• Provide insights on trends identified through the complaint process.

• Ensure adherence to Bank policies and complete operational effectiveness activities related to privacy, money laundering, and fraud.

• Utilize judgment to identify, diagnose, and resolve problems within established rules.

• Work independently on complex tasks and unique situations.

• Implement BMO’s Risk Management Framework and make informed, risk-aware decisions that align with business strategy and relevant policies, laws, and regulations.

⛳️ Requirements

• Candidates must be fluent in both English and French, with proficiency in verbal and written communication.

• Typically possess 5 to 6 years of relevant experience.

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

• Extensive knowledge of products, services, and operations.

• Strong reasoning and problem-solving capabilities.

• Advanced negotiation skills.

• Technical proficiency acquired through education and/or professional experience.

• Exceptional verbal and written communication abilities.

• Strong collaboration and teamwork skills.

• Advanced analytical and problem-solving skills.

• Proficient influence skills.

• Strong data-driven decision-making capabilities.

• Must adhere to Bank policies, procedures, laws, and regulations.

🏝️ Benefits

• Performance-based incentives

• Discretionary bonuses

• Health insurance

• Tuition reimbursement

• Accident insurance

• Life insurance

• Retirement savings plans

• Comprehensive training and coaching

• Support from management

• Opportunities for networking

• Tools and resources to achieve new milestones

• Accommodations available upon request during the selection process