Customer Support Representative

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

📋 Description

• Interact with BMO bank clients via inbound and outbound channels to assist with group insurance products.

• Offer general information regarding group insurance products and direct clients to suitable online resources and tools.

• Guide clients to complete applications using digital platforms.

• Assist customers in enrolling in travel insurance by walking them through the necessary steps.

• Achieve and surpass performance metrics, including call handling, client experience, and service quality standards.

• Utilize internal systems and tools to monitor interactions and facilitate client follow-ups.

• Recognize opportunities to improve the client experience through effective communication and service.

• Keep updated on BMO Insurance product offerings, market trends, regulatory changes, and competitor activities.

• Ensure no advisory services are provided, adhering to regulatory guidelines and internal policies.

• Maintain precise documentation of client interactions for compliance and audit purposes.

• Uphold BMO’s values and demonstrate integrity and professionalism in every client interaction.

⛳️ Requirements

• Previous experience in customer service, sales, or contact center settings is preferred.

• Exceptional communication and interpersonal skills, with a client-focused approach.

• Ability to clearly articulate information and guide clients through processes.

• Proficient in using digital tools, CRM platforms, and virtual engagement channels.

• Results-driven with the capability to thrive in a fast-paced, performance-oriented environment.

• A growth mindset and a genuine enthusiasm for continuous learning and career progression.

• Experience in customer retention and complaint resolution is a plus.

• Strict adherence to regulatory guidelines and internal policies.

• Ability to accurately document client interactions in line with compliance standards and audit requirements.

🏝️ Benefits

• Competitive compensation and incentive structure.

• Continuous learning and development opportunities.

• Access to BMO’s extensive training resources.

• Dynamic, inclusive, and collaborative culture.

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.

• In-depth training and coaching.

• Manager support and networking opportunities.

• Accommodations available upon request during the selection process.