Customer Service Representative

Application Deadline:

05/26/2025

Address:

1625 W. Fountainhead Parkway

Job Family Group:

Customer Shared Services

BMO is hiring a Customer Service Representative to join the Commercial Lending, Vendor Finance Operations team.

The Customer Service Representative will support customers with their accounts in an Inbound call center environment.  This is a great hybrid opportunity based at our Tempe, AZ location.

Provides accurate and timely information/service for client products and services. Supports the delivery of the desired customer experience in alignment with overall business objectives. Ensures client problem resolution is prompt and effective and enhancement opportunities are identified and closed or referred during client interactions. Works collaboratively through various channels to meet client service needs.

• Addresses customer services requests/issues according to established parameters.
• Follows documented policies and procedures. Escalates as required.
• Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
• Builds effective relationships with internal/external stakeholders.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Builds change management plans of varying scope and type; leads or participates in a variety of change management activities including readiness assessments, planning, stakeholder management, execution, evaluation, and sustainment of initiatives.
• Provides input into the planning and implementation of operational programs.
• Coaches more junior employees, as required.
• Tracks collection of client service fees.
• Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service level agreements.
• Executes work to deliver timely, accurate, and efficient service.
• Organizes work information to ensure accuracy and completeness.
• Supports the development and promotion of a business/group program.
• Supports the development of tools and delivery of training focused on delivering business results.
• Makes recommendations to improve processes and systems.
• Actively listens to clients' questions/concerns and diagnoses service needs to resolve requests in a timely manner. Engages cross-functional representatives or groups as appropriate.
• Serves as an advocate for individual clients escalating issues for resolution as necessary.
• Develops an in-depth understanding of products and services and provides relevant information to clients.
• Collaborates with internal and external stakeholders in order to deliver on business objectives.
• Focus may be on a business/group.
• 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.
• 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.

Salary:

$41,715.00 - $73,800.00

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

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It c