BMO Financial Group Customer Service Representative Full Time in Longueuil, QC

BMO Financial Group

Branch Longueuil QC CA

Customer Service Representative
Longueuil, QC

Engages customers in conversations about their personal banking habits and needs; CSR Development Program and Customer Conversations for CSRs….

Branch: St-Hubert

Primary provider for customers’ (non-sales) transactional needs, and the primary point of contact for most branch walk-in customers. Delivers an excellent customer experience and supports achievement of branch targets by proactively identifying customer needs and initiating referrals to appropriate partners in the branch or fulfilling as appropriate.

(Non-sales) transactions, on-wicket (75%)

  • Complete cash and non-cash transactions and service requests for walk-in customers; serve customers efficiently to ensure 80% of customers reach the wicket within three minutes of arrival
  • While completing transactions, review customer profile and engage customer in needs-based conversations to identify potential credit card sales and referral opportunities
  • Document identified opportunities and changes to customer situations and potential needs; book appointment with an available, appropriate Branch Partner whenever possible
  • Ensure compliance and adherence to Bank policies and procedures as they relate to privacy, money laundering and fraud

Branch Meetings (5%)

  • Attend and contribute to standard set of daily and weekly branch meetings
  • Meet with FSM at least 15 minutes weekly to discuss referrals, products and provide feedback
  • Engage with Branch Partners to discuss and identify potential referral opportunities

Participate in Coaching Activities (5%)

  • Discuss performance and complete Coaching for Performance Assessment with direct manager bi-weekly

Operations and Administration (5%)

  • Follow up on customer applications, and service requests; filing and other paper work
  • Opening and closing activities; other activities to support branch operations as needed

Risk Management (10%)

  • Protect the Bank’s assets and comply with all regulatory, legal and ethical requirements


  • High school diploma or equivalent work experience
  • Must complete internal BMO Customer Service Representative training program, including: CSR Development Program and Customer Conversations for CSRs
  • High-level knowledge of personal, commercial and partner offers, and how each can best serve customers’ individual needs


  • Projects a professional presence; engages customers in conversations about their personal banking habits and needs; listens actively
  • Quickly recognizes potential customer needs based on their Customer Connect profile and / or conversation while completing transactions; identifies opportunities for referrals and makes smooth hand offs to partners in the BMO Financial Group of Companies
  • Provides basic information about potential solutions and their benefit to the customer
  • Ability to adapt to a changing industry environment, and maintain currency of skill
  • Works cooperatively and productively with others
  • Bilingual (English & French)

At our company, we have been helping our customers and communities for over

195 years. Working with us means being part of a team of talented and passionate individuals with a shared focus on working together to deliver great customer experiences. We stand behind your success with the support you need to turn your potential into performance.

To find out more visit our website at www.bmo.com/careers

BMO Financial Group is committed to an inclusive, equitable and accessible workplace. By embracing diversity, we gain strength through our people and our perspectives.

Job Retail Branch
Primary Location Canada-Quebec-Longueuil

Organisation P&C Canada Divisions-X000020
Schedule Full-time
Job Posting 08/13/15
Unposting Date Ongoing

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Employment Type: Full Time
Location: Longueuil, QC, CA
Posted on: 2015-08-18
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