Client Delivery Specialist II (Small Business Administration)

Commercial Sales & Service Position

Provides daily operational service support and ensures the delivery of exceptional client experiences. Resolves client problems in a prompt and effective manner, while ensuring that enhancement opportunities are identified and addressed or referred during client service interactions.

Responsibilities include :

• Monitoring the financial performance of client portfolios, identifying opportunities to optimize revenue while maintaining high levels of service and satisfaction.
• Communicating with clients about upcoming changes, enhancements to existing products / services, or potential impacts on usage.
• Addressing customer service issues according to established guidelines, escalating as required.
• Tracking collection of client service fees.
• Analyzing client feedback, market trends, and competitive intelligence to provide actionable insights for strategic planning.
• Identifying process improvement opportunities for better efficiency in meeting the needs of current clients.
• Providing input into the planning and implementation of operational programs.
• Searching for opportunities for cost reductions.
• Collaborating to address client / outstanding issues including how issues are handled.
• Participating in audit and client issue resolution, addressing irregularities and driving corrective actions ensuring proper escalation per established procedures.
• Monitoring operational performance across multiple teams or service lines, ensuring alignment with KPIs and the achievement of service level agreements (SLAs).
• Engaging with clients to understand and diagnose service needs, ensuring concerns are addressed promptly and effectively.
• Responding to and facilitating the resolution of client service requests.
• Collecting and analyzing client feedback to identify service gaps, enhance operational performance, and optimize client satisfaction.
• Ensuring all client interactions, documentation, and issue resolutions comply with bank policies, regulatory requirements, and internal controls.
• Focus is primarily on business / group within BMO; may have broader, enterprise-wide focus.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently on a range of complex tasks, which may include unique situations.
• Broader work or accountabilities may be assigned as needed.

Qualifications :

Intermediate level of proficiency :

Advanced level of proficiency :

Salary : $69,000.00 - $127,800.00

Pay Type : Salaried

The above represents BMO Financial 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 BMO Financial Group's expected target for the first year in this position.

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 also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans.

About Us

At BMO 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 BMO 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.

BMO is proud to be an equal employment opportunity employer. We evaluate applicants without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, or related 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.

BMO 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@bmo.com and let us know the nature of your request and your contact information.