Bilingual Specialist I – Customer Experience, Complaint Resolution

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

📋 Description

• Conduct unbiased evaluations of unresolved customer complaints related to Bank products and services.

• Develop collaborative solutions that consider both customer and bank interests.

• Analyze and enhance work processes to optimize group effectiveness and efficiency.

• Establish, nurture, and manage client relationships.

• Identify enhancements that support the overall client experience.

• Offer expertise on products, processes, and operational systems.

• Cultivate relationships with BMO partners and leadership.

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

• Oversee resolution processes for outstanding complaints.

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

• Prepare documentation and executive summaries for intricate cases.

• Review and prioritize incoming complaints, escalating urgent, sensitive, or reputational matters as necessary.

• Engage in business-driven process-improvement initiatives.

• Provide insights on trends in the complaint process.

• Ensure adherence to Bank policies and procedures, including those related to privacy, money laundering, and fraud prevention.

• Implement the Risk Management Framework and make decisions informed by risk considerations.

⛳️ Requirements

• Generally, 3–5 years of relevant experience in a related field.

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

• Strong reasoning and problem-solving capabilities.

• Specialized knowledge acquired through 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 proficiency in French and English.

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

• Ability to operate within Bank policies, procedures, laws, regulations, and risk management standards.

🏝️ Benefits

• Performance-based incentives.

• Discretionary bonuses.

• Health insurance coverage.

• Tuition reimbursement programs.

• Accident and life insurance.

• Retirement savings plans.

• Comprehensive training and coaching opportunities.

• Managerial support.

• Opportunities for networking and relationship-building.

• Access to tools and resources to achieve new milestones.

• Accommodations are available upon request for candidates participating in all aspects of the selection process.