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Customer Experience Representative Part-time/Frankfort-Harlem

Company: BMO Financial Group
Location: Frankfort
Posted on: January 16, 2022

Job Description:


19500 S Harlem Avenue

Job Family Group:

Retail Banking Sales & Service

Thank you for your interest in BMO Financial Group. We are currently working towards providing a better candidate experience by including all of our job descriptions in both English and French. In the meantime, if this role is located in Quebec and/or New Brunswick please reference the French job description available below the English version. Otherwise please see the job description below in English as per federal language requirements.

Nous vous remercions pour votre intrt l'gard de BMO Groupe financier. Nous travaillons actuellement offrir une meilleure exprience aux candidats en publiant toutes nos descriptions de poste en franais et en anglais. Entre-temps, si ce poste est affich au Qubec ou au Nouveau-Brunswick, veuillez consulter la description de poste en franais disponible sous la version anglaise. Autrement, veuillez consulter la description de poste ci-dessous en anglais, conformment aux exigences fdrales en matire de langues.

As a high performing team member of the Retail Banking team, the Customer Experience Representative (CER) is accountable for delivering superior customer service that defines great customer experience at all times. CERs support the servicing and operations of the branch and team including new-to-role peer coaching and training, projects as assigned, monitoring of work, and support to branch management. The Customer Experience Representative is a back up to the Bank Manager/Service Manager on operations/servicing on an as needed basis and should assist with day-to-day administration of branch operations responsibilities performed by the branch team.

By proactively identifying customer needs and initiating referrals to appropriate team members, or processing basic customer sales, this role will contribute to the results and the overall experience delivered in the branch. As a digital leader and advocate, the Customer Experience Representative will contribute to the ongoing improvement of the overall customer experience by helping customers understand, adopt and experience the benefits of BMOs ATM and digital banking capabilities.


+ Service Team Performance

+ Superior Customer Service that Defines Great Customer Experience

+ Product Knowledge and Referral Development (Simplicity, Guidance, and Know-How)

+ Digital Awareness and Advocacy

+ Risk Management

Service Team Performance

+ Exhibits effective follow through and ownership in every customer interaction.

+ Provides peer mentor support to new Customer Experience Representatives or other branch team members, as applicable.

+ Accepts and processes customer transactions accurately and timely.

+ Demonstrates the necessary skills to understand and execute transactions, migrates customers to digital solutions, proactively identifies customer needs and refers to BMO Harris business partners.

+ Assists Branch Leadership (Bank Manager or Service Manager) with maintaining and monitoring daily schedules/assignments, and other operational scheduling, leveraging the Branch Activity Board.

+ Participates in team building activities and training relative to all operational and sales policies, practices and procedures, problem solving and sensitive customer servicing issues.

+ Ensures customer experience excellence through professional and courteous service.

+ Ensures operational effectiveness execution by leveraging the Retail Risk and Operations Playbook.

Superior Customer Experience

+ Provides lobby management (greet, direct and service).

+ Proactive customer outreach through outbound calling

+ Exemplifies Brilliant At The Basics in all customer interactions.

+ Provides professional and courteous service in providing a wide variety of day-to-day and special customer service transactions, as well as greets all customers promptly and pleasantly.

+ Proactively guides customers to digital solutions that help simplify the customer experience and maximize digital adoption among customer base.

+ Supports professional bank image by ensuring care for the branch environment and professional appearance, and ensures name tags and date placards are always displayed.

+ Attends and participates in branch meetings

+ Performs additional duties as assigned.

Product Knowledge, Sales and Referral Development

+ Proactively identifies customer needs and matches needs with appropriate product or service, utilizing opportunities to suggest or cross-sell other bank products and services.

+ Makes qualified referrals to other team members including other lines of business.

+ Meets or exceeds all personal referral goals as defined.

+ Participates in all training relative to bank products and services.

+ Supports banks community involvement and participates in community activities as appropriate.

+ Completes sale of simple, non-complex products (i.e., not backed by a home) resulting from referrals, leads and max cues.

Digital Awareness and Advocacy

+ Stays current on BMO Harris digital and self-service banking capabilities.

+ Informs and helps educate customers on relevant digital and self-service options, with the goal of making it simple and convenient to bank with BMO.

+ Demonstrates how to complete routine servicing activities using available technology to activate and enroll customers in Digital Banking or refer to a Retail Relationship Banker for enrollment and/or activation when necessary.

+ Proactively identifies customer need and g uides customers to available self-service options as part of lobby leadership.

Risk Management

+ Identifies risks associated with regulatory compliance, and Bank Secrecy Act .

+ Adheres to all bank policies, directives and procedures.

+ Ensures all necessary documentation is completed for all transactions.

+ Maintains the maximum of $15,000 in Customer Experience Representatives cash drawer

+ Receives and verifies vault shipments following directives and procedures.

+ Adheres to securing banks assets, such as own cash drawer and following dual control

+ Assists/supports Bank Manager and/or Service Manager with branch assessment preparation and results.

+ Adhere to the Banks Conflict of Interest Policy

+ Supports bank management with administration of branch operations, including completion of audits, maintaining joint custody and processing of internal entries.


+ Personal bank products and services, commercial deposit products

+ Regulatory compliance knowledge, sales experience a plus

+ Knowledge and ability to complete retail banking operational audits and attestations

+ Customer experience skill

+ Outbound calling

+ Knowledge of the banks directives and procedures

+ Bank regulations

+ Strong communication skills


+ Preferred, not required:

+ High school diploma or equivalent


+ Minimum 1 3 years of financial or related work experience

+ Bank Secrecy Act (BSA) experience

Tech Savviness/Digital Leadership:

+ Comfortable using, advising on, and engaging customers in digital and other innovative forms of banking

Openness and Adaptability to change:

+ Ability to adapt to rapid advancements in technology, and the changing nature of the banking environment. Open to learning and adopting new technology and/or ways of working.

We're here to help

At BMO Harris Bank 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 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 N.A. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

BMO Financial GroupServing customers for 200 years and counting, BMO is a highly diversified financial services provider - the 8th largest bank, by assets, in North America. With total assets of $728 billion as of October 31, 2018, and a team of diverse and highly engaged employees, BMO provides a broad range of personal and commercial banking, wealth management and investment banking products and services to more than 12 million customers and conducts business through three operating groups: Personal and Commercial Banking, BMO Wealth Management and BMO Capital Markets.We serve Canadian clients through BMO Bank of Montreal, our personal and commercial banking business, BMO Nesbitt Burns*, one of Canada's leading wealth management firms, and BMO Capital Markets, our North American investment and corporate banking division.In the United States, clients are served through BMO Harris Bank, a major U.S. Midwest personal and commercial bank, and BMO Private Bank, with wealth management offices across the United States, as well as BMO Capital Markets, our North American investment and corporate banking division.We help our customers make money make sense by delivering the broadest range of financial services through a single point of contact. Our financial service professionals provide access to any services our customers require across the entire enterprise.

Keywords: BMO Financial Group, Chicago , Customer Experience Representative Part-time/Frankfort-Harlem, Other , Frankfort, Illinois

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