Customer Service Representative

Part-Time Customer Service Representative (18–24 hours per week)

We are growing at BMO! With a few new branches in the Lower Mainland to open this year, we are looking to hire exceptional, results‑oriented Advisors to join BMO's customer‑advice award‑winning Personal Banking team.

As a Part‑Time Customer Service Representative, you will amplify your sales and customer service superpowers to deliver exceptional service to BMO's existing and prospective customers.

BMO will work with you to develop and hone your skills, allowing you to feel rewarded for making a real difference in peoples' lives. We provide training and offer opportunities to make choices in your career that fulfill goals, many of which are newly discovered by people who never knew they had them! With BMO, you will enjoy a competitive salary, additional compensation incentives, health benefits, pension, employee banking, and so much more.

NOTE:

Fluency in English is required and additional fluency in Mandarin, Punjabi, Hindi, Cantonese, Italian, Vietnamese, and/or Farsi are assets.

• Identify customer needs and initiate referrals to BMO colleagues.
• Support customer requests for banking services, including handling transactions and customer inquiries.
• Welcome customers warmly and meet their banking service and transactional needs with seamless execution.
• Offer advice and guidance on available digital and self‑serve options with the goal of making it easy, simple, and fast to bank with BMO.
• Review customer profiles and engage customers in a needs‑based conversation to identify potential opportunities and address everyday banking and credit card needs.
• Escalate complex or unresolved customer situations to managers as required.
• Contribute to meeting branch business results and the customer experience.
• Support operational activities (e.g., inventory management, escalated service requests, following up on customer applications, filing, opening and closing activities).
• Manage, load, and reconcile cash transactions between treasury and various branch units (e.g., CRU).
• Execute routine tasks (e.g., service requests, transactions, queries, etc.) within relevant service level agreements.
• Act as a key member of a collaborative and versatile branch and market team.
• Probe to understand customer personal banking and credit card needs and integrate marketing promotions and programs into customer conversations to provide strategic advice.
• Organize work information to ensure accuracy and completeness.
• Takes the initiative to find creative approaches that make each customer’s experience feel personal.
• Look for ways to contribute to the ongoing improvement of the overall customer experience.
• May work at multiple branches or through various channels based on market needs; work schedule may differ from week to week in terms of days worked, hours, and shifts.
• Follow through on risk and compliance processes and policies to ensure we safeguard our customers’ assets, maintain their privacy, and act in their best interest.
• Keep current with the wider financial services marketplace, the legal and regulatory environment, and our commitment to uphold the highest ethical requirements of our industry.
• Maintain current knowledge of personal banking products, practices, and trends and integrate into customer conversations.
• Identify and report suspicious patterns of activity that are suspected to be related to money laundering.
• Comply with legal and regulatory requirements for the jurisdiction.
• Protect the Bank's assets in compliance with all regulatory, legal, and ethical requirements.
• Complete standardized tasks under supervision.
• Perform initial problem solving within given rules/limits & escalates when required.
• Broader work or accountabilities may be assigned as needed.

• No prior experience necessary; post‑secondary degree or certification in a related field of study is desirable.
• High‑level knowledge of personal, commercial and partner offers, and how each can best serve customers’ individual needs.
• Confident and experienced in the use of social media, tablets, smart phones, online tools, and applications.
• Highly skilled at helping people who don’t find…