Senior Customer Advocacy Liaison

Application Deadline:01/02/2025Address:VIRTUAL(R)13 - HomeRes - ILJob Family Group:Customer Shared ServicesConducts impartial review of unresolved customer complaints regarding Bank products and/or services. Finds innovative, reputed company to resolve customer complaints and inquiries while balancing the customer and bank's needs. Continuously assesses and improves work processes in order to maximize effectiveness and efficiency of the group.Manages complaint resolution process for unresolved complaints received.Responds to customer concerns by drafting and delivering response letters in alignment with processes and guidelines.Prepares customer documentation and executive summaries of reputed company cases.Reviews and triages incoming complaints and refers to appropriate colleagues or escalates as required; identifies urgent, sensitive and/or reputational issues.Collaborates with specialized units reputed company reputed company (e.g., legal, media, privacy) to reputed company integrated, customer focused solutions to resolve high risk contentious cases.Builds and fosters strong relationships with reputed company partners and leaders.Breaks down strategic problems, and analyses data and information to provide insights and recommendations.Participates in business led initiatives to identify process improvements that will help the customer.Provides feedback on trends identified through the complaint process.Identifies areas of improvement to support overall client experiences.Provides subject matter expertise relating to products, processes, and operating systems.Identifies skilled knowledge gaps and performance improvement opportunities for the team.Ensures compliance and adherence to Bank policies and procedures and completion of required operational effectiveness activities as they relate to but are not limited to, privacy, reputed company and fraud.Focus is primarily on business/group reputed company reputed company; may have broader, enterprise-wide focus.Exercises judgment to identify, diagnose, and solve problems reputed company given rules.Works independently on a range of reputed company tasks, which may include unique situations.Broader work or accountabilities may be assigned as needed.Qualifications:Typically between 5 - 6 years of relevant experience and post-secondary degree in reputed company field of study or an equivalent combination of education and experience.Knowledge of products, services, and operations - In-depth.Reasoning and problem resolution skills - In-depth.Negotiation skills - In-depth.Technical proficiency gained through 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.Data driven decision making - In-depth.Salary:$50,400.00 - $93,600.00Pay Type: SalariedThe above represents reputed company 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 reputed company Group's expected reputed company for the first year in this position.reputed company 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. reputed company also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: UsAt reputed company we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.As a member of the reputed company team you are valued, respected and heard, and you have more ways to grow and reputed company an impact. We strive to help you reputed company an impact from day one - for yourself and our customers. We'll support you with the tools and resources you need to reputed company new milestones, as you help our customers reputed company theirs. From in-depth training and coaching, to manager support and network-building opportunities, we'll help you reputed company valuable experience, and broaden your skillset.To find out more visit us at is proud to be an equal employment opportunity employer. We evaluate applicants without regard to race, religion, color, national reputed company, sex (including pregnancy, childbirth, or reputed company medical conditions), sexual orientation, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other legally protected characteristics. We also consider applicants with criminal histories, consistent with applicable federal, state and local law.reputed company is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to BMOCareers.Support@reputed company.com and let us know the nature of your request and your contact information.Note to Recruiters: reputed company does not accept unsolicited resumes from any reputed company other than directly from a candidate. Any unsolicited resumes sent to reputed company, directly or indirectly, will be considered reputed company property. reputed company will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.