Customer Support Representative, BMO Insurance

Accountabilities:

• • Support clients across multiple channels: Engage with bank clients through inbound and outbound interactions to assist with group insurance products and related questions.
  • Provide clear product information: Explain general group insurance offerings and direct clients to the appropriate online resources, tools, and information.
  • Guide digital applications: Help clients navigate digital platforms and complete the appropriate application steps efficiently and accurately.
  • Support travel insurance enrollment: Guide customers through the required enrollment process and ensure a smooth, straightforward experience.
  • Deliver excellent service: Maintain a client-first approach in every interaction while meeting established standards for service quality, call handling, and customer experience.
  • Track client interactions: Use internal systems and CRM tools to document conversations, manage follow-ups, and maintain accurate records.
  • Identify service improvements: Recognize opportunities to improve the customer journey through effective communication, proactive support, and process feedback.
  • Maintain product and market knowledge: Stay informed about insurance products, market developments, regulatory changes, and relevant competitor activity.
  • Ensure compliance: Follow applicable regulatory requirements, internal policies, documentation standards, and audit expectations while ensuring interactions remain informational rather than advisory.
  • Represent organizational values: Demonstrate professionalism, integrity, and accountability across all customer interactions.

  Requirements:

  • Customer service experience: Previous experience in customer service, sales, contact centres, or a comparable client-facing environment is preferred.
  • Strong communication skills: Excellent verbal and interpersonal communication skills, with the ability to explain information clearly and adapt your approach to different customers.
  • Client-first mindset: Genuine commitment to delivering helpful, respectful, and efficient customer experiences.
  • Process guidance: Ability to confidently walk customers through processes, particularly digital applications and online tools.
  • Technology proficiency: Comfortable working with CRM systems, internal platforms, digital tools, and virtual communication channels.
  • Performance orientation: Able to work effectively in a fast-paced, metrics-driven environment while maintaining service quality and accuracy.
  • Attention to detail: Strong organizational skills and the ability to document customer interactions accurately in accordance with compliance requirements.
  • Adaptability and learning: Comfortable learning new products, systems, processes, and regulatory requirements, with a genuine interest in continuous development.
  • Problem-solving skills: Able to identify customer needs, resolve appropriate issues independently, and recognize when escalation is required.
  • Retention and complaint-resolution experience: Experience handling customer retention or complaints is considered an asset.
  • Professional judgment: Able to follow regulatory and internal guidelines and understand the boundaries of providing general information versus advisory services.

  Benefits:

  • Fully remote work: Work remotely from Canada.
  • Competitive compensation: Salary range of $38,500–$71,000 CAD, depending on factors such as location, skills, experience, education, and qualifications.
  • Potential additional compensation: Total compensation may include performance-based or discretionary bonuses and other rewards, depending on the position.
  • Health and insurance coverage: Access to health benefits, accident insurance, and life insurance.
  • Retirement savings: Access to retirement savings programs to support long-term financial wellbeing.
  • Tuition support: Opportunities for education and tuition reimbursement.
  • Learning and development: Access to extensive training resources, coaching, leadership support, and opportunities to expand your skills.
  • Career growth: Join a growing team with opportunities to develop expertise and progress within the broader organization.
  • Inclusive environment: Work in a collaborative culture that values different perspectives, accessibility, inclusion, and equal opportunity.
  • Customer impact: Play a meaningful role in helping clients navigate insurance solutions and access the support they need.