Specialist III, Customer Experience & Complaint Resolution

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

📋 Description

• Perform unbiased evaluations of unresolved customer complaints regarding banking products and services.

• Seek collaborative solutions that address both customer and bank interests.

• Cultivate, maintain, and enhance client relationships.

• Identify enhancements to improve client experiences.

• Oversee quality control and customer service standards.

• Communicate opportunities for policy and process improvements.

• Influence and negotiate to meet business objectives.

• Act as a trusted advisor to the assigned business or group.

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

• Aid in the creation of strategic plans and business strategies.

• Recognize emerging issues, trends, knowledge gaps, and opportunities for performance enhancement.

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

• Serve as the subject matter expert for both internal and external stakeholders.

• Manage databases in line with data governance standards.

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

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

• Create communication plans, tailored messages, and distribution channels.

• Lead operational programs and adapt execution as necessary to ensure quality.

• Stay informed on regulatory changes and implement necessary policy and process modifications.

• Participate in onboarding and training new team members; review their work as required.

• Oversee the complaint resolution process for unresolved grievances.

• Draft and provide customer response letters.

• Prepare documentation and executive summaries for complex cases.

• Review, triage, and escalate incoming complaints, including urgent, sensitive, or reputational matters.

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

• Offer insights on complaint trends.

• Ensure adherence to privacy, anti-money laundering, fraud prevention, and operational effectiveness standards.

• Provide specialized consulting, analytical, and technical support.

• Independently manage non-routine situations and resolve issues within established guidelines.

• Apply BMO’s Risk Management Framework and make informed risk-based decisions.

⛳️ Requirements

• Generally 6 - 7 years of relevant experience.

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

• Comprehensive knowledge of products, services, and operations.

• Strong reasoning and problem-solving abilities.

• Proficient negotiation skills.

• Advanced investigative, research, and analytical skills.

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

• Understanding of the competitive marketplace and trends in product offerings.

• Extensive knowledge and technical proficiency acquired through education and business experience.

• Excellent verbal and written communication skills.

• Strong collaboration and teamwork abilities.

• Advanced analytical and problem-solving capabilities.

• Effective influencing skills.

• Data-driven decision-making proficiency.

• Compliance with relevant policies, procedures, laws, and regulations.

• Ability to work remotely in Ontario, Canada.

🏝️ Benefits

• Performance-based incentives.

• Discretionary bonuses.

• Additional perks and rewards.

• Health insurance coverage.

• Tuition reimbursement assistance.

• Accident and life insurance benefits.

• Retirement savings plans.

• Comprehensive training and coaching programs.

• Managerial support.

• Opportunities for networking.

• Access to tools and resources to achieve new milestones.

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