Specialist III – 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.

• Discover collaborative solutions to address customer complaints and inquiries while balancing the needs of both the customer and the bank.

• Cultivate, maintain, and enhance client relationships.

• Identify enhancements to improve overall client experiences.

• Oversee quality control and customer service standards.

• Recognize and communicate policy and process improvements to avert similar complaints in the future.

• Influence and negotiate to meet business goals.

• Serve as a trusted advisor and subject matter expert for both internal and external stakeholders.

• Propose and implement solutions based on thorough analysis of issues and their business implications.

• Assist in formulating strategic plans and business initiatives.

• Identify emerging trends and issues to guide decision-making processes.

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

• Coordinate databases and ensure alignment and integration with data governance.

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

• Monitor and track performance, addressing issues as they arise.

• Develop communication strategies, tailored messaging, and distribution channels.

• Lead operational programs and adjust execution as necessary.

• Keep abreast of regulatory developments and enforce necessary policy and process adjustments.

• Participate in onboarding and training new team members, reviewing work as needed.

• Manage the resolution process for outstanding complaints.

• Compose and deliver customer response letters.

• Prepare customer documentation and executive summaries for complex cases.

• Review, triage, and escalate incoming complaints, including those that are urgent, sensitive, and reputationally significant.

• Engage in initiatives that identify customer-focused process enhancements.

• Provide feedback on trends observed throughout the complaint process.

• Ensure compliance with bank policies and necessary operational effectiveness activities.

• Make risk-informed decisions that align with the business strategy and BMO’s Risk Management Framework.

⛳️ Requirements

• Typically 6–7 years of relevant experience.

• Post-secondary degree in a relevant field of study or an equivalent combination of education and experience.

• Extensive knowledge of products, services, and operations.

• Strong reasoning and problem-resolution capabilities.

• Advanced negotiation skills.

• Proficient investigative, research, and analytical skills.

• Familiarity with lending, personal, and small business banking.

• Understanding of competitive market trends and product offerings.

• Deep knowledge and technical proficiency acquired through extensive education and business experience.

• Excellent verbal and written communication skills.

• Strong collaboration and teamwork abilities.

• Exceptional analytical and problem-solving skills.

• Influential skills in negotiation and persuasion.

• Proficient in data-driven decision-making.

• Fluency in both French and English.

• Capability to support clients and team members within and outside the province of Quebec.

• Adherence to applicable policies, procedures, laws, and regulations.

🏝️ Benefits

• Performance-based incentives.

• Discretionary bonuses.

• Additional perks and rewards.

• Health insurance coverage.

• Tuition reimbursement program.

• Accident and life insurance options.

• Retirement savings plans.

• Comprehensive training and coaching.

• Support from management.

• Opportunities for networking.

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