Specialist III – Customer Experience & Complaint Resolution

Job not on LinkedIn

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🇨🇦 Canada – Remote

💵 $65k - $130k / 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 services • Find collaborative solutions to resolve customer complaints and inquiries while balancing customer and bank needs • Develop, maintain, and service client relationships • Identify improvements to support overall client experiences • Monitor quality control and customer service levels • Identify and communicate policy and process enhancements to prevent similar complaints • Influence and negotiate to achieve business objectives • Act as a trusted advisor and subject matter expert for internal and external stakeholders • Recommend and implement solutions based on analysis of issues and business implications • Assist in developing strategic plans and business plans • Identify emerging issues and trends to inform decision-making • Collaborate with legal, media, privacy, and other specialized BMO units on high-risk contentious cases • Coordinate databases and ensure data governance alignment and integration • Analyze strategic problems, data, and information to provide insights and recommendations • Monitor and track performance and address issues • Develop communication plans, tailored messaging, and distribution channels • Lead operational programs and adapt execution as needed • Monitor regulatory developments and implement required policy and process changes • Participate in onboarding and training new team members and review work as required • Manage the resolution process for unresolved complaints • Draft and deliver customer response letters • Prepare customer documentation and executive summaries for complex cases • Review, triage, and escalate incoming complaints, including urgent, sensitive, and reputational issues • Participate in initiatives identifying customer-focused process improvements • Provide feedback on trends identified through the complaint process • Ensure compliance with bank policies and required operational effectiveness activities • Take risk-informed decisions aligned with business strategy and BMO’s Risk Management Framework

🎯 Requirements

• Typically 6–7 years of relevant experience • Post-secondary degree in a 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 • In-depth investigative, research, and analytic skills • Working knowledge of lending, personal, and small business banking • Working knowledge of competitive marketplace and trends in product offerings • Deep knowledge and technical proficiency gained through extensive education and 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 • Fluency in French and English • Ability to support clients and team members inside and/or outside the province of Quebec • Compliance with applicable policies, procedures, laws, and regulations

🏖️ Benefits

• Performance-based incentives • Discretionary bonuses • Other perks and rewards • Health insurance • Tuition reimbursement • Accident and life insurance • Retirement savings plans • In-depth training and coaching • Manager support • Network-building opportunities • Accommodations available on request for candidates taking part in all aspects of the selection process