Client Services Officer Full-time Job8 months ago - Customer Services - Edmonton - 406 views
The Client Services Officer will provide exceptional, daily operational service support to grow the Bank's market share and maximize profitability of client relationships. Ensures client problem resolution is prompt and effective, and that enhancement opportunities are identified and closed or referred during client service interactions. Typically meets client service needs through a pooled call center environment or a dedicated one-on-one relationship with sensitive, complex, and/or top tiered clients.
Actively listens to client concerns to diagnose client service needs.
Facilitates timely client problem-resolution, and engages cross-functional representatives or groups, as appropriate.
Responds to client concerns in a professional manner that conveys ownership, competence, respect, and the value of the client relationship and meets standards for appropriateness.
Accurately documents client requests using tracking systems.
Facilitates actions that close gaps between client expectations and experiences in the performance of the Bank and its products.
Applies consistent and timely follow ups to demonstrate a commitment to customer satisfaction and high standards of responsiveness.
Demonstrates an in-depth understanding of product and service capabilities by providing needed information or directing clients to the appropriate source.
Serves as an advocate for individual clients and escalates service problems to facilitate timely resolution.
Coordinates and executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones.
Explores and identifies enhancements and cross-sell opportunities to bring forward to appropriate lines of business.
Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.
Supports the development of tailored messaging, which may include writing, editing and distributing communications.
Tracks the collection of client service fees.
Collaborates with internal and external stakeholders in order to deliver on business objectives.
Executes work to deliver timely, accurate, and efficient service.
Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
Analyzes issues and determines next steps.
Broader work or accountabilities may be assigned as needed.
Knowledge and Skills:
Typically between 2 - 3 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.
Strong oral and written communication skills
Ability to work in a fast paced environment that requires handling various tasks and priorities concurrently
Bilingual a plus
Knowledge of BMO banking products - In-depth.
Knowledge of customer escalation processes/practices - In-depth.
Verbal and written communication skills - Good.
Organization skills - Good.
Collaboration and team skills - Good.
Analytical and problem solving skills - GoodSpecialized knowledge.
Verbal & written communication skills - Good.
Organization skillls - Good.
Collaboration & team skills - Good.
Analytical and problem solving skills - Good.