Coordinator, Executive Resolution Office- Bilingual - Coordinateur Bureau Résolution Exécutive

Address:
VIRTUAL(R)61 - HomeRes - QC - BMO

Job Family Group:

Customer Shared Services

Finds innovative, collaborative solutions to resolve customer complaints and inquiries while balancing the customer and bank's needs. Continuously assesses and improves work processes in order to maximize effectiveness and efficiency of the group.

Role Expectations:

• Monitoring and assigning Level 2 Complaints

o Reviewing Shared Mailbox for Executive complaints

o Reviewing the Executive Level Phone lines for messages

o Reviewing the Executive Level Work Basket for new complaints

• Contacting customers whose profiles we were unable to locate or who did not provide enough details

• Distributing complaints to all Resolution Office team members within a timely manner

• Identifying and determining complaints that are handled by other teams or groups

• Complaints which are handled by other groups will need to be documented and referred to the appropriate line of business within a timely manner

• Following outlined processes for job role and ensuring fair case distribution amongst the team

• Proactively identify trends based on complaints received and share with Leadership team

Qualifications:
• Communication:
o The ability to communicate clearly and effectively in many mediums: by email, verbally, with lists and phone messages, and on the phone. Communication also includes listening skills and the ability to follow directions and provide feedback.
• Highly efficient:
o Someone who is capable of performing job role functions successfully by using their time effectively
• Flexibility:
o The Coordinator is expected to react quickly to changing business conditions and can change gears and adapt as required
• Organized:
o The ability to stay focused on different tasks effectively, prioritizing each task and using tools and resources to remain efficient
• Positive Attitude:
o Someone who shows up to work with a positive mind frame, willingness to learn, adapt to change and demonstrates a strong Being BMO outlook

Bilingual - French and English speaking

Coordinateur Bureau Résolution Exécutive

Trouve des solutions de collaboration novatrices pour résoudre les plaintes et répondre aux questions en tenant compte de s besoins des clients et de la Banque . Évalue et améliore continuellement les procédures de travail afin de maximiser l'efficacité du groupe.

Attentes liées au poste :

• Surveille r et assigner les plaintes de niveau 2.

o Passer en revue la boîte de courriel partagée pour examiner les plaintes adressées a la haute direction.

o Passer en revue les messages laissés dans la boîte vocale de la ligne des plaintes adressées a la haute direction.

o Passer en revue la corbeille de travail de la haute direction pour voir les nouvelles plaintes reçues .

• Co mmuniquer avec les clients dont le profil est introuvable ou qui n'ont pas fourni suffisamment de renseignements.

• Distribu er les plaint e s a tous les membres du Bureau des plaintes adressées a la haute direction dans un délai raisonnable.

• Identif ier et déterminer les plaintes qui devraient être traitées par d'autres équipes ou groupes.

• Documenter les plaintes qui devront être traitées par un autre groupe et les recommander au secteur d'activité approprié dans un délai raisonnable.

• Suivre les procédures appropriées pour le poste et assurer une distribution équitable des cas entre les membres de l'équipe.

• Identifier de manière proactive des tendances par rapport aux plaintes reçues et en faire part a l'équipe de la direction.

Qualifications :

• Communication :

o C ommuniquer clairement et efficacement par divers moyens : courriel, en personne, avec des listes et des messages et au téléphone. La communication comprend également les aptitudes d'écoute et la capacité a suivre des instructions et a offrir de la rétroaction.

• Grande efficacité :

o Effectuer les t â ches liées au poste avec succès et en temps opportun.

• Flexibilit é :

o R éagir rapidement a des situations de travail en constante évolution et s'adapter avec facilité lorsque requis.

• Sens de l'organisation :

o Demeurer con centré sur plusieurs tâches en établissant l'ordre de priorité pour chacune au moyen d'outils et de ressources afin de demeurer efficace.

• Attitude positive :

o Travaille r en adoptant une attitude positive et une volonté d'apprendre, de s'adapter au changement selon le modèle Être BMO.

Bilingue

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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.

Category

Customer Service and Support