Virtual Estate Specialist - Quebec City, Canada - BMO Financial Group

BMO Financial Group

Verified Company

Quebec City, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

VIRTUAL(R)6- HomeRes - QC - BMO XXXXX Quebec,X0X 0X0

Starting Shift Schedule :
Monday to Friday from 11:00am to 7:00pm

Provide phone support to our customers/executors to deal with the loss of a loved one. The Estate Specialist will help our customer/executor through the end-to-end Estate and Deceased process. While doing this, the ES will identify financial needs and refer opportunities to other BMO partners, including AGF.

In keeping exceptional customer experience top of mind, Estate Specialist will retain business and grow SOW with the beneficiaries/executor in order to achieve BMOs Vision.

Point of contact to support customers and branch employees in medium complexity plus estate and deceased cases, ensuring exceptional customer experience
Assess customer holdings landscape and make referral
Make recommendations on probate
Be expert of Estate and Deceased policies and procedures

Key Accountabilities:

Customer Meeting

Estate and Deceased Calls The Estate Specialist receives (inbound calls) from branch employees for any customer walkin or booked appointments relating to Estate and Deceased cases.
Attend customer meeting remotely to greet customer, offer condolences, set expectations and guide customer and employees through conversation
Probe to understand customer needs and provide advice in a professional and accurate manner that meet the customers objectives
Guide branch employees to complete immediate admin tasks, to collect documentations from customers and to process immediate needs (i.e. Funeral expenses) as per Bank Policies and Procedures
Be expert in Estate and Deceased topic in the bank Policies and Procedures, maintain current knowledge of the topic and integrate into customer conversations in a professional manner
Use applicable technology and tools which include Lync to facilitate an effective conversation with customers, and drive appropriate customer experience

Sales & Services

Receive Service Requests from Branches to review and assess case complexity as per defined criteria, clearly confirm with branches whether CoE will be engaged in any case.
Process customer requests, following established CCC processes including the routing of Service Requests to Estate Support in order to complete admin activities accurately, within specified timeframes and in accordance with Bank Policies and Procedures
Analyze customer holdings (inside / outside BMO), identify and act upon sales / referral opportunities to expand business relationship with customer
Outbound Calls The Estate Specialist completes outbound calling for discussing referral opportunity with customer; answer customer inquiries regarding BMO InvestorLine Products, services, and Private Wealth Management services.
Work collaboratively with other business partners (PWC, InvestorLine, etc.) to ensure customer experience exceptional service and have their financial needs met, including referring to FP, private bank partners, AFE option etc.
Outbound Calls to be the point of contact for accountable Estate and Deceased cases, complete outbound calls to respond to queries from customers and to request any additional information and documentations.
Make probate recommendation to Branch Manager per Bank Policies and Procedures for each accountable case
Manage estate accounts and guide branch employees on fund disbursement as per executor direction and Bank Policies and Procedures
Work sidebyside with Estate Support, ensuring all required admin activities are completed according to the Bank policies and Procedures, ensuring Estate Support can provide information in a timely manner, and/or manage transition of issues appropriately

Operational Effectiveness

Identify process improvement opportunities to increase efficiency and effectiveness of the team, while still maintaining an exceptional level of service to customer
Protect BMO assets by adhering to all applicable banking regulations, policies and procedures, regulatory requirements, and established risk guidelines
Maintain the confidentiality of both customer and Bank information to protect the customer, the Bank and to ensure compliance with Bank policies and procedures

Knowledge:

Previous experience (branch and/or Contact Centre), minimum 3 years
Working knowledge of BMO Estate and Deceased topic in policies and procedures
Indepth knowledge of BMO Trust, InvestorLine and private banking products and services

Skills:

Empathy and sensitivity, passion for helping customers and ability to role model customer service expectations
Strong communication skills
Proven ability to manage difficult and sensitive customer conversations (indepth)
Relationship management
Proven sales experience, identify opportunities for referrals and make smooth hand offs to partners in the BMO Financial Group of Companies
Case management and workflow management
Effectively cope with change and deal with