Job Description

Application Deadline: 03/30/2023

Address: 100 King Street West

Job Family Group: Audit, Risk & Compliance

BMO\xe2\x80\x99s Customer Complaint Appeal Office (formerly Office of Ombudsman) is seeking to add dynamic, customer focused Investigators to play crucial roles to help promote trust and confidence in the Bank by providing customers with a fair and efficient process of resolving complaints. To support future changes to the regulatory environment, we are seeking to add 3 members to the team who can bring a problem-solving mindset along with customer complaint experience to help investigate, respond, and provide recommendations for the resolution of customer complaints.

This is a customer facing role and will require calls/emails with customers. The ideal candidates must be empathetic and good listeners. Based on experience, we will be open to hiring to either junior or senior level roles. Work is similar in both roles, but the more complicated or highly visible files will go to a senior level. Although not required, bilingual French speaking candidates are encouraged to apply. The role is hybrid and will require 2 days in the office.

Your Core Responsibilities In This Role Will Be:

Triage assigned cases to identify any urgent, sensitive and /or reputational issues

Conduct impartial investigations of complex complaints regarding investment and banking products

Review applicable documents and correspondence such as agreements, terms/conditions, policies and procedures, legal or regulatory requirements; confirm practices; listen to applicable calls; confirm disclosure; interview customer and relevant BMO employees

Provide recommendations on resolutions of customer complaints to management

Negotiate and facilitate effective and fair resolutions between internal stakeholders (business, compliance, legal groups etc.) and customers

Draft clear, concise and thorough responses to customer complaints

Provide information on issues and trends to senior management

Identify opportunities to enhance BMO policies and processes to help prevent similar complaints and improve the customer experience

Manage relationships with assigned client groups and leaders

Respond to requests from external dispute resolution providers, facilitate interactions with the business and facilitate resolutions

Share knowledge and support colleagues

Builds effective professional relationships with business line, other internal/external stakeholders and regulators on the initial stages of investigations.

Builds effective professional relationships with business/groups.

Operates effectively within a high stress environment with constantly changing expectations and regulatory & audit scrutiny.

Accesses, monitors and reports on sensitive Bank, customer, transactional and employee information to ensure compliance with regulatory requirements.

Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.

Exercises judgment to identify, diagnose, and solve problems within given rules.

Works independently on a range of complex tasks, which may include unique situations.

Broader work or accountabilities may be assigned as needed.

Qualifications:

Typically 2-6+ years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.

Previous customer complaint experience

knowledge of a compliance field beneficial.

Strong knowledge of business operations & procedures, and activities involving documented practices.

Proficient in communication, critical thinking and relationship management

Technical proficiency gained through education and/or business experience.

Verbal & written communication skills - In-depth.

Collaboration & team skills - In-depth.

Analytical and problem-solving skills - In-depth.

Influence skills - In-depth.

Data driven decision making - In-depth.

We\xe2\x80\x99re here to help

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one \xe2\x80\x93 for yourself and our customers. We\xe2\x80\x99ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we\xe2\x80\x99ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at .

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other\xe2\x80\x99s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.

BMO Financial Group