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Full-time Customer Service Rep

at BMO Financial Group in Cedar Rapids, IA

Customer Service Representative-1700007366

Accountable to provide excellent customer service and support to assigned business groups and/or customers, acting as the first point of contact for customer transaction, product and/or process inquiries through telephone, email, fax and workflow technology. Accountable to proficiently support one or more call flow queues at the required service level or better, applying thorough knowledge within subject matter specialties. Represent assigned lines of business (LOBs) professionally; following procedures to immediately resolve standard and relatively straightforward inquiries, requests and issues, referring non-routine issues to more senior team members or the manager.

A. Product and Process
B. Risk and Control
C. Business Performance Management

A. Product and Process Provide cost-effective first-level business support by applying known solutions to problems and/or investigating relatively straightforward inquiries, in accordance with standard procedures. Escalate issues when the issue cannot be resolved expediently. Review and respond to all customer inquiries (phone, fax, email, workflow technology) with high quality, professional service and within service standards, ensuring tact in explaining procedures and/or legal requirements clearly and concisely. Resolve the majority of issues as specified in the service level agreement/ business partner agreement (SLA/ BPA) as the first point of contact. Support internal business partners in establishing and maintaining constructive relationships with customers. Process and/or fulfill transactions. Address and resolve repetitive problems that negatively impact customers; escalate to manager, where necessary.

B. Risk and Control Keep informed of changes in regulatory requirements and Bank standards, policies and procedures (PandPs) related to product area(s). Follow regulatory and compliance procedures. Escalate issues where appropriate, as per guidelines. Identify potential risk situations, and escalate to more senior team members or the manager. Note: Shading denotes the progression of work and elements of work that increase in accountabilities from one grade to another.

2 to 3 years of related experience
Good knowledge of standard desktop applications used by the business unit
Good knowledge and understanding of the business unit’s key products and services, processes and controls
Good understanding of the business unit’s risk and regulatory requirements
Good knowledge of departmental systems and applications
Good analytical and problem-solving skills
Good investigation skills
Good prioritization skills
Good organizational skills
Good customer service and relationship management skills
Good written and oral communication skills
Ability to multi-task in a fast-paced environment
We’re here to help

At BMO Harris Bank we have a shared purpose; we put the customer at the center of everything we do – helping people is in our DNA. For 200 years we have thought about the future—the future of our customers, our communities and our people. We help our customers and our communities by working together, innovating and pushing boundaries to bring them our very best every day. Together we’re changing the way people think about a bank.

As a member of the BMO Harris Bank 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

BMO Harris Bank 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. BMO Harris Bank is an Equal Opportunity Employer for all, inclusive of Minorities, Women, Veterans, and Persons with Disabilities.
Job Operations
Primary Location United States-Iowa-Cedar Rapids
Organisation US P&C Commercial Banking-X000003
Schedule full-time
Job Posting 04/13/17
Unposting Date Ongoing

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Published at 05-15-2017
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