Virtual Estate Specialist – Bilingual, French/English

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

📋 Description

• Collaborates with executors, liquidators, and branch personnel to facilitate estate-related settlements for deceased BMO clients.

• Offers support, guidance, and expertise to ensure a seamless and effortless customer experience during this challenging period.

• Engages in discussions to identify the banking needs of the estate and incorporates marketing promotions and programs into customer interactions as suitable.

• Conducts needs assessments to identify and recommend financial solutions and preferred banking channels.

• Manages calls and requests in a knowledgeable, professional, and efficient manner.

• Reaches out to the customer/executor/liquidator to gather essential information for the estate case; keeps the customer updated on status and outcomes.

• Remains informed about consumer needs, industry trends and best practices, as well as the regulatory environment relating to the products and services offered.

• Works collaboratively with internal and external stakeholders to achieve business objectives.

• May provide training and coaching to junior associates as necessary.

• Executes tasks to ensure timely, accurate, and efficient service delivery.

• Completes all estate-related tasks in accordance with legal and regulatory standards and the Bank’s policies and procedures.

• Partners with BMO associates and specialists to ensure a unified understanding of customer cases.

• Reviews all legal documentation submitted by clients.

• Responds to service requests and calls as required.

• May initiate outbound calls to customers to request information.

• Maintains the confidentiality of both customer and Bank information.

• Collaborates with BMO partners by providing subject matter expertise on handling errors, complex issues, and escalations.

• Complies with regulatory and compliance obligations, including various reporting requirements.

• Follows established processes and procedures to address errors and issues as necessary.

• Completes a variety of complex tasks within set rules/limits, which may involve managing escalations from fellow employees.

• Analyzes issues and determines appropriate next steps.

⛳️ Requirements

• Generally possesses 2 - 3 years of relevant experience.

• A post-secondary degree in a related field of study is preferable, or an equivalent combination of education and experience.

• Must fulfill the licensing and certification requirements for the team/branch/jurisdiction where the role is being performed.

• In-depth knowledge of Estate and Deceased matters.

• Understanding of risk and regulatory requirements.

• Working knowledge of systems and applications.

• Familiarity with workflow priorities and deadlines - Good.

• Specialized knowledge.

• Proficient verbal and written communication skills - Good.

• Strong organizational skills - Good.

• Effective collaboration and teamwork abilities - Good.

• Good analytical and problem-solving skills.

• Available Monday to Saturday for all possible shifts.

• Bilingual in French and English.

🏝️ Benefits

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.