As a high performing team member of the Retail Banking team, the Customer Experience Representative (CER) is accountable for delivering superior customer service that defines great customer experience at all times. CERs support the servicing and operations of the branch and team including new-to-role peer coaching and training, projects as assigned, monitoring of work, and support to branch management. The Customer Experience Representative is a back up to the Bank Manager/Service Manager on operations/servicing on an "as needed basis" and should assist with day-to-day administration of branch operations responsibilities performed by the branch team.
- Service Team Performance
- Superior Customer Service that Defines Great Customer Experience
- Product Knowledge and Referral Development (Simplicity, Guidance, and Know-How)
- Digital Awareness and Advocacy
- Risk Management
Exhibits effective follow through and ownership in every customer interaction.
Provides peer mentor support to new Customer Experience Representatives or other branch team members, as applicable.
Accepts and processes customer transactions accurately and timely.
Demonstrates the necessary skills to understand and execute transactions, migrates customers to digital solutions, proactively identifies customer needs and refers to BMO Harris business partners.
Assists Branch Leadership (Bank Manager or Service Manager) with maintaining and monitoring daily schedules/assignments, and other operational scheduling, leveraging the Branch Activity Board.
Participates in team building activities and training relative to all operational and sales policies, practices and procedures, problem solving and sensitive customer servicing issues.
Ensures customer experience excellence through professional and courteous service.
Ensures operational effectiveness execution by leveraging the Retail Risk and Operations Playbook.
Provides lobby management (greet, direct and service).
Proactive customer outreach through outbound calling
Exemplifies Brilliant At The Basics in all customer interactions.
Provides professional and courteous service in providing a wide variety of day-to-day and special customer service transactions, as well as greets all customers promptly and pleasantly.
Proactively guides customers to digital solutions that help simplify the customer experience and maximize digital adoption among customer base.
Supports professional bank image by ensuring care for the branch environment and professional appearance, and ensures name tags and date placards are always displayed.
Attends and participates in branch meetings
Performs additional duties as assigned.
Product Knowledge, Sales and Referral Development
Proactively identifies customer needs and matches needs with appropriate product or service, utilizing opportunities to suggest or cross-sell other bank products and services.
Makes qualified referrals to other team members including other lines of business.
Meets or exceeds all personal referral goals as defined.
Participates in all training relative to bank products and services.
Supports bank's community involvement and participates in community activities as appropriate.
Completes sale of simple, non-complex products (i.e., not backed by a home) resulting from referrals, leads and max cues.
Stays current on BMO Harris digital and self-service banking capabilities.
Informs and helps educate customers on relevant digital and self-service options, with the goal of making it simple and convenient to bank with BMO.
Demonstrates how to complete routine servicing activities using available technology to activate and enroll customers in Digital Banking or refer to a Retail Relationship Banker for enrollment and/or activation when necessary.
Proactively identifies customer need and guides customers to available self-service options as part of lobby leadership.
Identifies risks associated with regulatory compliance, and Bank Secrecy Act .
Adheres to all bank policies, directives and procedures.
Ensures all necessary documentation is completed for all transactions.
Maintains the maximum of $15,000 in Customer Experience Representatives' cash drawer ...