Bilingual BMO Insurance Service Centre (BISC) Analyst

Application Deadline:

09/26/2024

Address:

250 Yonge Street

Job Family Group:

Wealth Sales & Service

The BMO Insurance Service Centre (BISC) Analyst will play a key role in supporting the bank's mission of "being there to help". As an integral member of the BMO Creditor Insurance Operations team, this role will respond to customer inquiries received from our sales channels, provide excellent customer service to both internal partners and external customers, process a wide variety of complex technical transactions and conduct investigations of complaints regarding insurance products and/or services.

The role will:

• Proactively manage all incoming queries and issues in a professional, compliant and timely manner ensuring all prescribed guidelines and processes are adhered to. The BISC Analyst requires in-depth knowledge of creditor insurance processes and products, as well as BMO systems, and will be required to communicate with our insurers/suppliers.
• Investigate and resolve English and French escalated customer complaints regarding insurance products.  The BISC Analyst will provide recommendations on the resolution of customer complaints to Senior Management and Executives.

The BISC Analyst will support the branch team and our insurance partners to confidently help customers meet their creditor insurance needs. The analyst will provide assistance in retaining and expanding customer relationships to help achieve retention, sales and profitability objectives. 

Operations:

• Answers inquiries and provides accurate information about Creditor Insurance products.
• Responds to information requests and follows established protocols.
• Resolves issues escalating as required.
• Handle non-routine creditor insurance transactions and issues.
• Processes client service requests and administrative requests according to established procedures and policies, and submits as required for approval.
• Collaborates with internal and external stakeholders in order to deliver on business objectives.
• Analyzes data and information to provide insights and recommendations to determine next steps.
• Integrates information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting.
• Follows established procedures in all communications with clients – by phone, e-mail or written – to ensure that compliance requirements are met for all scenarios.
• Create and maintains records on all systems to ensure accuracy of client information. Recommends workflow improvements to deliver a more efficient operation.
• Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
• Conduct timely analysis of day-to-day information and reports on creditor insurance to ensure compliance with terms and conditions of contracts and maintenance of accounts
• Research, investigate and analyze problems/ exceptions, including those referred from other staff within established procedures and timelines
• Monitor and shift priorities according to complexity and urgency levels to ensure service level agreements (SLAs) are met
• Escalate issues and concerns as appropriate
• Adhere to all established Policy and Procedures on the BMO Intranet site, as well as internal Business Processes documented by the BISC Manager

Complaints Handling:

• Conduct impartial investigations of complaints regarding insurance products and/or services from customers of BMO’s Canadian creditor insurance and businesses.
• Review and research complaints, provide recommendations on resolution to Senior Management and Executives.
• Respond to customer concerns by preparing customer documentation and summaries of complex cases.
• Review and tackle incoming complaints while referring to the appropriate colleagues as required.
• Assist stakeholder review processes and provided product knowledge to internal stakeholders.
• Ensure compliance and adherence to Bank policies and procedures.
• Track and log all customer inquiries and complaints for reporting purposes.

Other:

• Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.
• Supports the development of tools and delivery of training focused on delivering business
• Participate in team and/or business unit projects, as needed, to improve business processes and/or customer service
• Broader work or accountabilities may be assigned as needed.

Qualifications:

• Bilingual in English/French - Required.