Bilingual BMO Insurance Service Centre (BISC) Analyst

Bilingual BMO Insurance Service Centre (BISC) Analyst

Apply locations Toronto, ON, CAN

Time type : Full time

Posted on : Posted 2 Days Ago

Job requisition id : R240022738

Application Deadline : 09 / 11 / 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.
• Investigate and resolve English and French escalated customer complaints regarding insurance products.

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.
• Handles non-routine creditor insurance transactions and issues.
• Processes client service requests and administrative requests according to established procedures and policies.
• Collaborates with internal and external stakeholders in order to deliver on business objectives.
• Analyzes data and information to provide insights and recommendations.
• Integrates information from multiple sources to enable more efficient processes.
• Follows established procedures in all communications with clients to ensure compliance requirements are met.
• Creates and maintains records on all systems to ensure accuracy of client information.
• Completes complex & diverse tasks within given rules / limits.
• Conducts timely analysis of day-to-day information and reports on creditor insurance.
• Researches, investigates and analyzes problems / exceptions.
• Monitors and shifts priorities according to complexity and urgency levels.
• Escalates issues and concerns as appropriate.
• Adheres to all established Policy and Procedures on the BMO Intranet site.

Complaints Handling :

• Conduct impartial investigations of complaints regarding insurance products and / or services.
• Review and research complaints, provide recommendations on resolution.
• Respond to customer concerns by preparing customer documentation.
• Review and tackle incoming complaints while referring to the appropriate colleagues.
• 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.
• Supports the development of tools and delivery of training.
• Participates in team and / or business unit projects, as needed.
• Broader work or accountabilities may be assigned as needed.

Qualifications :

• Bilingual in English / French - Required.
• Typically between 2 - 3 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.
• In-depth knowledge about Creditor Insurance products, process, policies and practices.
• Ability to work independently and deal with confidential and sensitive matters in a professional manner.
• Excellent interpersonal and conflict resolution skills.
• Excellent verbal & written communication skills.
• Excellent analytical and problem-solving skills.
• Excellent organization skills.
• Excellent collaboration & team skills.

Salary : $37,500.00 - $69,500.00

Pay Type : Salaried

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 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.

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