The BMO Harris Financial Advisors (BHFA) Investment Service Specialist's primary responsibility is to provide our clients a superior customer service experience. Being the first point of client contact, the BHFA Investment Service Specialist core mandate is to assist our clients with questions related to their accounts. Inquiries or instructions around customer service will range from assisting with password resets, qualified (registered) account opening and maintenance, provide account balances and details regarding client accounts, money movements, account transfers, provide quotes, handle fixed income and market linked certificates of deposit investment inquiries, purchases and redemptions, as well as general navigation of Wealth websites. The BHFA Investment Service Specialist has the ultimate goal of building and solidifying customer loyalty.
This position also plays an integral role in uncovering opportunities to refer to BHFA Financial Advisors and internal business partners within the bank.
70%: Service Oriented Client Support
Service incoming phone calls and emails from clients in a professional manner within service level goals
Demonstrate effective core competencies through each stage of a call by connecting with clients, asking open ended questions and listening to the needs of the client to uncover opportunities
Provide comprehensive client service and account management to clients, including but not limited to the following key accountabilities:
Execute trades on client account open request (e.g., the purchase of mutual funds or other brokerage products)
Facilitate customer asset transfers into the bank and perform required account maintenance
Provide general and specific information on accounts and products, transaction status, etc upon request
Respond to web navigation queries, assist online trade execution and provide basic technical assistance as required
Account opening and account maintenance processing including working with clients to accurately and thoroughly complete appropriate required documentation
Utilize client relationship management system to track activities and contacts
Uncover referral opportunities to Financial Advisors and BMO Harris Bank colleagues as opportunities arise during the customer conversation and in keeping with client segmentation strategies
Participate as required in outbound calling campaigns to grow the overall investment business
Act as a secondary contact to service individual client requests when their assigned Financial Advisor is not available.
Provide customized, comprehensive service to clients in the mass market segment
Support service requests based on investment solutions from a product set (mutual funds, fixed income, certificates of deposit, managed asset allocation program, insurance products, fixed annuities, variable annuities and life insurance)
Resolve any client issue or concern quickly and effectively to retain the relationship and build future opportunities for growth; all formal complaints must be immediately shared with the Manager and/or Compliance Officer
Possess strong knowledge and act as resource on Pershing's NetExchange 360 and NetExchange Investor, Envestnet, SalesForce, DST2000, Moneyguide-Pro and SunGuard's Plan Rep.
30%: Risk Management
Maintain strong knowledge of target investment product and solutions, regulatory requirements, competitive trends to provide clients with credible service
Perform all service activities in compliance with firm and regulator requirement and policies to mitigate risk to BMO Harris Financial Advisors
Adhere to the guidelines outlined in the Compliance Manual for BMO Harris Financial Advisors
Conduct business based on the rules and regulations of the various entities that regulate the banking and brokerage industry (e.g. NASD, SEC, Federal Reserve, Internal Audit)
Maintain accurate client records as required by the firm, regulatory authorities and the nature of the client relationship
Maintain accurate transaction records as required by the firm, regulatory authorities and consistent with the products sold to the client
Utilize approved marketing literature to mitigate risks and exposure to BMO Harris Financial Advisors
Bachelor's degree preferred with emphasis on finance or economics
2 3 years successful experience with a customer service focus
in the financial planning, securities, or insurance industry
SIE Exam, Series 7, 66, or 63 and 65, and health and life insurance licenses required within 6 months of employment
Knowledge of client management technology helpful
Basic knowledge of a Financial Planning process
Solid knowledge of markets and investment products
Strong working knowledge of financial industry.
Experience working with managed products and/or financial Planning services.
Strong understanding of deposit and loan (including mortgage) products and banking services
High level of integrity (Clean U-4).
Working service skills
Working human relations, organizational and communication skills
Working one-on-one and group presentation skills.
Basic analytical skills
Working problem solving skills
Demonstrated ability to refer financial opportunities
Financial & Retirement Planning knowledge
PC skills and systems knowledge
We're here to help
At BMO Harris Bank we have a shared purpose; we put the customer at the center of everything we do helping people is in our DNA. For 200 years we have thought about the futurethe future of our customers, our communities and our people. We help our customers and our communities by working together, innovating and pushing boundaries to bring them our very best every day. Together we're changing the way people think about a bank.
As a member of the BMO Harris Bank team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one for yourself and our customers. We'll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we'll help you gain valuable experience, and broaden your skillset.
To find out more visit us at https://bmoharriscareers.com.
BMO Harris Bank 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. BMO Harris Bank is an Equal Opportunity Employer for all, inclusive of Minorities, Women, Veterans, and Persons with Disabilities.