Customer Support Analyst

Fully remote across Canada

Bilingual candidates preferred

JOB DESCRIPTION

Insight Global is seeking a Customer Support Analyst to support BMO’s Customer Loyalty and Sales Enablement group. This role will play a key part in large-scale transformation initiatives, including AML centralization and ongoing strategy execution, while also contributing to the digital backlog, ensuring consistent execution of customer experience, sales processes, and regulatory initiatives across the network.

Key Responsibilities
• Support the centralization of AML processes, transitioning branch-level workflows into a unified operating model
• Execute on enterprise customer experience and sales enablement strategies across retail banking channels
• Utilize Customer Connect to manage, track, and support customer interactions
• Handle customer-facing conversations, including complex or sensitive interactions (e.g., account exits)
• Contribute to the digital market (d-market) backlog, supporting enhancements to customer and frontline tools
• Participate in ongoing strategy discussions and operational planning sessions
• Ensure compliance with AML, fraud, and regulatory requirements in all customer interactions

REQUIRED SKILLS AND EXPERIENCE

• Prior experience using BMO Customer Connect OR relative Big Bank experience
• Background in retail banking, ideally within:
Branch (AML, fraud, customer connect, advisory) OR Call center / contact center environment
• Strong customer engagement and communication skills, with the ability to navigate difficult conversations
• Proven ability to manage customer relationships while balancing compliance and service

NICE TO HAVE SKILLS AND EXPERIENCE

• Experience supporting AML or regulatory transformation initiatives
• Exposure to sales enablement or customer loyalty programs