Call Quality Specialist, Compliance and Risk, Wealth – Bilingual Preferred

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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

• Monitor inbound and/or outbound calls to assess quality, compliance, and customer service opportunities • Build effective relationships with internal and external stakeholders and ensure alignment • Support development and promotion of business/group programs • Provide input into planning and implementation of operational programs • Participate in design, implementation, and management of core business/group processes • Monitor and review calls in detail using established quality and compliance processes • Track operational performance, KPIs, best-practice metrics, and measures • Gather and format data into regular and ad-hoc reports and dashboards for management • Analyze data and information to provide insights and recommendations • Identify coaching insights and opportunities • Provide management with information about coaching and training opportunities • Complete non-compliance reports • Escalate high-risk issues, behaviors, or trends to management for corrective/remedial action • Collaborate with internal and external stakeholders to deliver business objectives • Support development of tools and delivery of training focused on business results • Recommend improvements to the call quality review process while maintaining cost effectiveness • Support change management execution and sustainment activities • Execute work to deliver timely, accurate, and efficient service • Organize work information to ensure accuracy and completeness • Apply the Risk Management Framework and make risk-informed decisions aligned with business strategy and applicable policies, laws, and regulations

🎯 Requirements

• Typically 3–5 years of relevant experience • Post-secondary degree in a related field of study or equivalent combination of education and experience • PC skills and good knowledge of MS Word, Excel, and PowerPoint • Minimum two years of experience in Mutual Fund sales • IFIC certification completed with RISR • RISR certification for at least two years • BCO certification preferred, or completion within one month in the role if not certified at hire • Knowledge of applicable risk and regulatory requirements and their business/group impact • Specialized knowledge from education and/or business experience • In-depth verbal and written communication skills; bilingual French and English preferred • In-depth collaboration and team skills • In-depth analytical and problem-solving skills • In-depth influence skills • Ability to apply the Risk Management Framework, policies, standards, procedures, laws, and regulations

🏖️ Benefits

• Health insurance • Tuition reimbursement • Accident and life insurance • Retirement savings plans • Performance-based incentives • Discretionary bonuses • Other perks and rewards • In-depth training and coaching • Manager support • Network-building opportunities • Tools and resources to reach new milestones