Sr. Customer Advocacy Team Liaison

This is a full-time remote position. The incumbent will be responsible for the monthly regulatory requirements of the supplier complaint program as well as external agency complaint review and resolution to ensure appropriate action and timely response to complaints. The hired employee will also manage the Customer Advocacy Team Outlook inbox ensuring incoming complaints are routed to the appropriate team for review with response provided to the sender.

• Will act as the Third Party Vendor complaint resolution specialist.
• Develops, maintains, and services client relationships to identify areas of improvement to support supplier manager contacts.
• Responds to customer concerns by drafting and delivering response letters signed off by Specialized Partners.
• Manages the monthly supplier complaint log intake including creations, uploads and validation processing.
• Reviews and triages incoming complaints and refers to appropriate colleagues as required.
• Maintains relationships with supplier managers and/or supplier contacts.
• Focus may be on a business/group.
• 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.
• Creates innovative business development strategies, including collaborating with other BMO partners to grow the business.
• Provides subject matter expertise relating to products, processes, and operating systems.
• Assists or coordinates stakeholder review processes.
• Provides product knowledge subject matter expertise to internal stakeholders.
• Ensure compliance and adherence to Bank policies and procedures and completion of required operational effectiveness activities as they relate to but are not limited to, privacy, money laundering and fraud.
• Thinks creatively and proposes new solutions.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works mostly independently.
• Broader work or accountabilities may be assigned as needed.

Qualifications:

• 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 experience in lending sales & service. including previous credit qualifications.
• Reasoning and problem resolution skills - In-depth.
• Specialized knowledge from 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.

Compensation and Benefits:

$56,000.00 - $104,000.00

Pay Type:

Salaried

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/us/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. BMO 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.

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.