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Form of workApplication Deadline:
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100 King Street WestJob Family Group:
BMO's Customer Complaint Appeal Office (formerly Office of the Ombudsman) is seeking to add a dynamic, customer focused Investigator to play a crucial role 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 a member 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. Also, the ideal candidate must be empathetic and good listeners. Ability to read, write and converse in French is required.
Your Core Responsibilities 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
Typical Compliance Related Responsibilities:
Provides advice and guidance to assigned business/group on implementation of solutions to manage regulatory risk based on an understanding of business operations and stakeholder needs.
Builds effective professional relationships with business line, other internal/external stakeholders and regulators on the initial stages of investigations.
Conducts and/or effectively challenges risk assessments for business/group and assists to identify more effective compliance controls.
Performs and/or effectively challenges monitoring and testing activities to ensure compliance regulatory compliance controls are operating and aligned to regulatory requirements. Supports root cause analysis in response to material control failures in business/group.
Identifies, assesses, effectively challenges and oversees the satisfactory resolution of issues, including ensuring adequate management remediation plans and validation.
Elevates high profile issues/risk cases to Compliance and business/group management for prompt resolution.
Analyses and reports compliance information to Compliance and business/group management.
Develops and maintains a high level of expertise in all regulations, directives and guidance which apply to the group(s) supported.
Provides input to business/group on emerging risks, regulatory developments and interpretation of regulations.
Conducts and/or effectively challenges risk assessments for business/group and assists to identify more effective compliance controls.
Performs and/or effectively challenges monitoring and testing activities to ensure regulatory compliance controls are operating and aligned to regulatory requirements. Supports root cause analysis in response to material control failures in business/group.
Identifies, assesses, effectively challenges and provides oversight on the satisfactory resolution of issues, including ensuring adequate management remediation plans and validation. Elevates high profile issues/risk cases to Compliance and business/group management for prompt resolution.
Analyzes and reports compliance information to Compliance and business/group management.
Advises first line of defense management and employees on compliance matters.
Consults on new products, services and automated systems to assist with incorporating compliance requirements into these initiatives.
Ascertains training needs and helps develop training based on gaps identified through the compliance monitoring and testing.
Identifies enhancements to business group compliance tools and processes and communicates to required stakeholders.
Assists business group management in communicating and implementing changes to applicable regulatory policies and procedures.
Represents the business/group Compliance team and interacts with examiners/auditors during internal, external and regulatory audits and examinations.
Provides regulatory perspective on business group's sales and marketing materials.
Anticipates/ identifies and analyses risk and consequences of unaddressed risk factors/ compliance gaps and recommends appropriate controls.
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.
Communicates the roles and importance of each of the three lines of defense, and proactively identifies regulatory risk.
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:
Bilingual - English and French
Typically between 3 - 5 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.
Ability to read, write and converse in French.
Proficient level of knowledge of a compliance field.
Strong knowledge of business operations & procedures, and activities involving documented practices.
Proficient in communication, critical thinking, relationship management and project management skills.
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.
Compensation and Benefits:
Pay Type:
The above represents BMO Financial Group's pay range and type.
Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group's expected target for the first year in this position.
BMO Financial Group's total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards
We're 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 - for yourself and our customers. We'll 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'll help you gain valuable experience, and broaden your skillset.
To find out more visit us at https://jobs.bmo.com/ca/en.
BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other's 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.
