Bilingual Specialist I – Customer Experience, Complaint Resolution

🔥 1 minute ago

🇨🇦 Canada – Remote

💵 $40k - $85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 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 • Develop, maintain, and service client relationships • Identify improvements to support overall client experiences • Provide subject matter expertise on products, processes, and operating systems • Build and foster relationships with BMO partners and leaders • Monitor and track performance and address issues • Manage the complaint resolution process • Draft and deliver response letters aligned with processes and guidelines • Prepare customer documentation and executive summaries of complex cases • Review and triage incoming complaints; refer or escalate as required • Identify urgent, sensitive, and reputational issues • Participate in initiatives to identify customer-focused process improvements • Provide feedback on trends identified through the complaint process • Ensure compliance with bank policies, procedures, privacy, money laundering, and fraud requirements • Apply the Risk Management Framework and make risk-informed decisions • Work mostly independently and take on broader accountabilities as needed

🎯 Requirements

• Typically between 3–5 years of relevant experience • Post-secondary degree in a related field of study or an equivalent combination of education and experience • In-depth reasoning and problem resolution skills • Specialized knowledge from 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 • Fluency in French and English • Ability to support clients and team members inside and/or outside the province of Quebec

🏖️ 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 • Inclusive, equitable and accessible workplace • Accommodations available on request during the selection process