Customer Support Representative

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

📋 Description

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

• Offer general information on group insurance offerings and direct clients to suitable online resources and tools.

• Guide clients in completing applications through digital platforms.

• Assist customers with their enrollment in travel insurance by walking them through the necessary steps.

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

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

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

• Stay informed about BMO Insurance product offerings, market trends, regulatory updates, and competitor activities.

• Comply with regulatory guidelines and internal policies, ensuring that no advisory services are offered.

• Accurately document all client interactions in accordance with compliance standards and audit requirements.

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

⛳️ Requirements

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

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

• Ability to articulate information clearly and assist 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.

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

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

• Comply with all regulatory guidelines and internal policies.

• Ensure no advisory services are provided.

• Maintain accurate documentation in line with compliance standards and audit requirements.

🏝️ Benefits

• Competitive compensation, benefits, and incentive structure.

• Continuous learning and development opportunities.

• Access to BMO’s comprehensive training resources.

• Dynamic, inclusive, and collaborative work culture.

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.

• In-depth training and coaching.

• Support from management and opportunities for networking.

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