Call Center Manager, North American Customer Contact Center

Address:
1200 E. Warrenville Road

Job Family Group:
Retail Banking Sales & Service

Understands customer needs and provides credit and lending-related sales and service to BMO customers or prospects. Advises customers on lending/credit card strategies and products that meet their objectives. Fulfills sales and service activities for the customer in accordance with approved procedures. Identifies and makes referrals to other business groups as needed.
  • Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do.
  • Ensures alignment between values and behaviour that fosters diversity and inclusion.
  • Regularly connects work to BMO's purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through.
  • Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.
  • Attracts, retains, and enables the career development of top talent.
  • Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance.
  • Adjudicates loan applications within discretionary lending limits in real time.
  • Delivers exceptional customer service that builds trust through expertise, providing responsive service and support.
  • Develops and maintains long-term, profitable relationships and expands our share of wallet with portfolios.
  • Contacts the customer to obtain the necessary information to manage their application and ensure the customer is aware at all times of the status/result of the credit application.
  • Stays abreast of consumer needs, industry trends and best practices, and the regulatory environment as it relates to the products and services provided.
  • Handles incoming calls in an informed, professional, and efficient manner.
  • Provides advice and guidance to assigned business/group on implementation of solutions.
  • Identifies skilled knowledge gaps and performance improvement opportunities for the team.
  • Continually assesses and improves the level of performance through coaching.
  • Implements, reviews, and revises work plans.
  • Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
  • Completes report audits and spot checks as required.
  • Develops and executes short term tactics/plans to drive specific behaviours, activities, and results.
  • Provides training and coaching to junior associates as needed.
  • Probes to understand customer needs and provides advice related to personal banking and credit card strategies in the best interests of the customer.
  • Manages all transactional outcomes of customer calls or defers to appropriate internal business groups.
  • Escalates complex or unresolved customer situations to managers as required.
  • Performs any required activities to ensure customer's requests are accurately processed.
  • Maintains current knowledge of personal banking and credit card industries, practices, and trends and integrates into customer conversations in a professional manner.
  • Integrates marketing promotions and programs into customer conversations when appropriate.
  • Maintains the confidentiality of customer and Bank information.
  • Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
  • Adheres to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing reporting requirements, Financial Consumer Agency of Canada (FCAC) consumer provision requirements and Privacy Act provisions.
  • Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
  • Exercises judgment to identify, diagnose, and solve problems within given rules.
  • Works independently on a range of complex tasks, which may include unique situations.
  • Broader work or accountabilities may be assigned as needed.
    Qualifications:
  • Typically between 4 - 6 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
  • Knowledge of personal banking products - In-depth.
  • Knowledge of competitive marketplace and trends in product offerings - In-depth.
  • Knowledge of contact centre operational processes and policies - In-depth.
  • Knowledge of call centre technology, processes and metrics - In-depth.
  • Technical proficiency gained through education and/or business experience.
  • Verbal & written communication skills - In-depth.
  • Collaboration & team skills - In-depth.
  • Analytical and problem solving skills - In-depth.
  • Influence skills - In-depth.
  • Data driven decision making - In-depth.


We're here to help

At BMO Harris Bank we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO Harris Bank team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one - for yourself and our customers. We'll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we'll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmoharris.com.

BMO Harris Bank is committed to an inclusive, equitable and accessible workplace. By learning from each other's differences, we gain strength through our people and our perspectives. BMO Harris Bank N.A. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.