Customer Support Analyst
- Toronto, ON, Canada
$18.5 to $19.5 CAD / hour · Contract
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Job details
- Pay
- $18.5 to $19.5 CAD / hour
- Job type
- Contract
- Apply by
- Posting language
- English
- Posted
Original job description
Type: Contract
Worker Type: On-site
Worksite Location: Toronto, ON
Job Duration: 12 Months
Pay Rate: CA$18.50 - 19.50 per hour
Vacancy Status:
This posting is for a currently vacant role, and the successful candidate will be hired into an existing open position
JOB DESCRIPTION
Insight Global is seeking a Customer Support Analyst to support BMO’s Customer Loyalty and Sales Enablement group. This role will play a key part in large-scale transformation initiatives, including AML centralization and ongoing strategy execution, while also contributing to the digital backlog, ensuring consistent execution of customer experience, sales processes, and regulatory initiatives across the network.
Key Responsibilities:
- Support the centralization of AML processes, transitioning branch-level workflows into a unified operating model
- Execute on enterprise customer experience and sales enablement strategies across retail banking channels
- Utilize Customer Connect to manage, track, and support customer interactions
- Handle customer-facing conversations, including complex or sensitive interactions (e.g., account exits)
- Contribute to the digital market (d-market) backlog, supporting enhancements to customer and frontline tools
- Participate in ongoing strategy discussions and operational planning sessions
- Ensure compliance with AML, fraud, and regulatory requirements in all customer interactions
REQUIRED SKILLS AND EXPERIENCE
- Prior experience using BMO Customer Connect OR relative Big Bank (Business Banking) experience
- Background in business banking, ideally within: Branch (AML, fraud, customer connect, advisory) OR Call center / contact center environment
- Strong customer engagement and communication skills, with the ability to navigate difficult conversations
- Proven ability to manage customer relationships while balancing compliance and service
NICE TO HAVE SKILLS AND EXPERIENCE
- Experience supporting AML or regulatory transformation initiatives
- Exposure to sales enablement or customer loyalty programs
Artificial intelligence tools are used to assist with screening and assessing applicants for this position.
More about this job
Responsibilities
Support AML process centralization and execute customer experience and sales enablement strategies across retail banking channels. Manage customer interactions using Customer Connect, contribute to digital tool enhancements and operational planning, and ensure compliance with AML, fraud, and regulatory requirements.
Requirements
Candidates should have experience with BMO Customer Connect or comparable big-bank business banking, ideally in a branch or contact center setting. They need strong customer communication and relationship-management skills, including the ability to handle sensitive conversations while balancing service and compliance.
Skills
- Customer Support
- Business Banking
- Customer Connect
- Customer Engagement
- Anti-Money Laundering (AML)
- Fraud Prevention
- Regulatory Compliance
- Sales Enablement
- Customer Loyalty
- Customer Experience
- Difficult Conversations
- Contact Center Operations
- Operational Planning
- Digital Backlog Management
Visa sponsorship
Not detected in the job text
Categories
- Customer Service & Support
- Finance & Accounting
- Sales
Keywords
- BMO
- Customer Connect
- Business Banking
- Retail Banking
- Anti-Money Laundering (AML)
- Fraud
- Regulatory Compliance
- Customer Loyalty
- Sales Enablement
- Customer Experience
- Customer Interactions
- Account Exits
- Digital Market Backlog
- Frontline Tools
- Branch Operations
- Call Center
- Contact Center
- Transformation Initiatives
- Operational Planning
- Artificial Intelligence Screening