Bilingual Investigator – Customer Resolution Office

🔥 0 minutes ago

🇨🇦 Canada – Remote

💵 $50k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💬 Bilingual

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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BMO U.S.

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🛡️ Insurance

💼 Consulting

📦 Logistics

Insurance • Consulting • Logistics

BMO U. S. is a diversified financial services company operating in the United States. It offers a broad range of financial products and services including personal and business banking, mortgage services, investments, financial planning, insurance, and wealth management. Additionally, it provides commercial loans, commercial mortgages, and other financial solutions tailored for small businesses and large enterprises. The company places a strong emphasis on customer service and offers digital and cross-border banking solutions to meet the needs of diverse clients. BMO U. S. is also involved in asset management and capital markets operations, making it a full-service financial institution.

📋 Description

• Conduct impartial reviews of unresolved customer complaints regarding Bank products and/or services. • Find innovative, collaborative solutions balancing customer and bank needs. • Continuously assess and improve work processes to maximize group effectiveness and efficiency. • Develop, maintain, and service client relationships. • Identify improvements supporting overall client experiences. • Provide subject matter expertise on products, processes, and operating systems. • Identify knowledge gaps and performance improvement opportunities for the team. • Collaborate with legal, media, privacy, and other specialized BMO units on high-risk contentious cases. • Build and foster relationships with BMO partners and leaders. • Analyze strategic problems, data, and information to provide insights and recommendations. • Monitor and track performance and address issues. • Manage the complaint resolution process for unresolved complaints. • Draft and deliver customer response letters in alignment with processes and guidelines. • Prepare customer documentation and executive summaries of complex cases. • Review and triage incoming complaints, refer them appropriately, and escalate urgent, sensitive, or reputational issues. • Participate in business-led process improvement initiatives. • Provide feedback on trends identified through the complaint process. • Ensure compliance with Bank policies and complete operational effectiveness activities relating to privacy, money laundering, and fraud. • Exercise judgment to identify, diagnose, and solve problems within given rules. • Work independently on complex tasks and unique situations. • Apply BMO’s Risk Management Framework and make sound, risk-informed decisions aligned with business strategy and applicable policies, laws, and regulations.

🎯 Requirements

• Candidates must be fluent in English and French - verbal and written. • Typically between 5 - 6 years of relevant experience. • Post-secondary degree in related field of study or an equivalent combination of education and experience. • In-depth knowledge of products, services, and operations. • In-depth reasoning and problem resolution skills. • In-depth negotiation skills. • Technical proficiency gained through education and/or business experience. • In-depth verbal and written communication skills. • In-depth collaboration and team skills. • In-depth analytical and problem-solving skills. • In-depth influence skills. • In-depth data-driven decision-making skills. • Must comply with Bank policies, procedures, laws, and regulations.

🏖️ Benefits

• Performance-based incentives • Discretionary bonuses • Health insurance • Tuition reimbursement • Accident insurance • Life insurance • Retirement savings plans • In-depth training and coaching • Manager support • Network-building opportunities • Tools and resources to reach new milestones • Accommodations available on request during the selection process