Customer Support Advisor, BMO Investorline

About the Role

The role involves a mix of inbound and outbound calls, as well as responding to client inquiries via email or other channels. You will be working in a fast-paced environment, where no two days are ever the same, and you will need to be adaptable and able to think on your feet. Your goal will be to provide a world-class customer experience, resolving issues efficiently and effectively, and ensuring that clients are satisfied with the service they receive.

As a Customer Support Advisor, you will be part of a dynamic team that is passionate about delivering exceptional service and support to clients. You will have the opportunity to work with a talented group of professionals who are dedicated to making a difference in the lives of clients, and you will be supported every step of the way with training, coaching, and feedback.

What You Will Do

• Conduct outbound calls to clients to follow up on incomplete applications or missing documentation
• Respond to client inquiries, issues, and requests in a professional and timely manner
• Review submitted documents, identify gaps, and guide clients on next steps to ensure completion
• Manage client interactions end-to-end, ensuring requests are resolved or routed to the appropriate internal teams
• Escalate complex or unresolved issues to senior team members when required
• Accurately document all client interactions and ensure updates are recorded in accordance with procedures
• Maintain confidentiality of client and Bank information at all times
• Monitor and report any suspicious activity in line with Anti-Money Laundering (AML) requirements
• Adhere to all regulatory and compliance standards, including AML, Terrorist Financing, FCAC consumer provisions, and Privacy Act requirements

What We Are Looking For

• Typically 1-2 years of relevant experience in a customer-facing role
• Post-secondary education in a related field is an asset or equivalent combination of education and experience
• Fluency in spoken Mandarin and/or Cantonese is a strong asset
• High school diploma or equivalent work experience required
• Good organizational, collaboration, and teamwork skills
• Basic understanding of risk management and compliance practices
• Familiarity with BMO InvestorLine products and services is an asset
• Working towards the Canadian Investment Regulatory Exam (CIRE) via CIRO is preferred

Nice to Have

• Experience working in a remote or virtual team environment
• Familiarity with financial services or investment products
• Knowledge of CRM software or other customer relationship management tools
• Certification in a related field, such as customer service or financial planning

Benefits and Perks

• Competitive salary range: $34,750 - $51,800 per year
• Comprehensive benefits package, including health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans
• Opportunities for career growth and professional development
• Flexible work arrangements, including remote work options and flexible hours
• Access to cutting-edge technology and tools to support your work
• Recognition and reward programs to acknowledge your achievements and contributions
• A dynamic and supportive work environment that values diversity, equity, and inclusion
• Paid time off and vacation days to recharge and relax
• A range of employee discounts and perks, including discounts on financial services and products

• Be prepared to highlight your customer service skills and experience in your application and interview, as these are essential for this role.
• Make sure you have a quiet, dedicated workspace at home, with a reliable computer and internet connection, to ensure you can work effectively in a remote environment.
• Familiarize yourself with BMO's products and services, as well as their commitment to diversity, equity, and inclusion, to show your enthusiasm and interest in the company.
• Practice your communication skills, including active listening and clear, concise language, to ensure you can provide excellent support to clients.
• Be prepared to ask questions during the interview, such as what a typical day looks like in this role, or what opportunities there are for growth and development within the company.
• Consider obtaining certifications or training in related fields, such as customer service or financial planning, to enhance your skills and increase your chances of success in this role.
• Be open to feedback and coaching, and be willing to adapt to new processes and procedures, as this will be an essential part of your success in this role.