BMO Financial Group Snr Customer Service Representative Full Time in Hamilton, ON

BMO Financial Group

Branch Hamilton ON CA

Snr Customer Service Representative
Hamilton, ON

CSR Development Program and Customer Conversations for CSRs. Follow up on customer applications, and service requests;…

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 (70%)

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

Operations and Administration (10%)

Support ABM in more complex or sensitive operational activities, including, but not limited to: inventory management, escalated service requests

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

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

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

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


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


Retail Branch

Primary Location



P&C Canada Divisions-X000020



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Employment Type: Full Time
Location: Hamilton, ON, CA
Posted on: 2015-09-05
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