Bilingual Specialist I – Customer Experience, Complaint Resolution

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.

• Develop creative, collaborative solutions that strike a balance between customer and bank interests.

• Cultivate, maintain, and enhance client relationships.

• Identify enhancements to improve overall client experiences.

• Offer subject matter expertise concerning products, processes, and operating systems.

• Establish and nurture relationships with BMO partners and leadership.

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

• Oversee the complaint resolution process.

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

• Prepare customer documentation and executive summaries for complex cases.

• Review and prioritize incoming complaints; refer or escalate as necessary.

• Identify urgent, sensitive, and reputational concerns.

• Engage in initiatives aimed at identifying customer-centric process improvements.

• Provide insights on trends observed through the complaint resolution process.

• Ensure adherence to bank policies, procedures, privacy regulations, and requirements regarding money laundering and fraud.

• Implement the Risk Management Framework and make informed risk-based decisions.

• Work primarily independently and assume broader responsibilities as required.

⛳️ Requirements

• Generally, 3–5 years of relevant professional experience.

• A post-secondary degree in a related area of study or a comparable mix of education and experience.

• Strong reasoning and problem-solving capabilities.

• Specialized knowledge gained from education and/or professional experience.

• Excellent verbal and written communication skills.

• Strong collaboration and teamwork abilities.

• Advanced analytical and problem-solving skills.

• Proficient influencing skills.

• Bilingual fluency in French and English.

• Capability to assist clients and team members both inside and outside the province of Quebec.

🏝️ Benefits

• Performance-driven incentives.

• Discretionary bonuses.

• Health insurance coverage.

• Tuition reimbursement programs.

• Accident insurance.

• Life insurance benefits.

• Retirement savings plans.

• Comprehensive training and coaching.

• Support from management.

• Opportunities for network-building.

• Tools and resources to help achieve new milestones.

• An inclusive, equitable, and accessible workplace.

• Accommodations available upon request during the selection process.