Application Deadline: 08/04/2026 Address: VIRTUAL59 - REMOTE/TELETRAVAIL - ON - BMO Job Family Group: Customer Shared Services Monitors inbound and/or outbound calls to assess quality, compliance and/or customer service opportunities. Builds effective relationships with internal/external stakeholders. Ensures alignment between stakeholders. Supports the development and promotion of a business/group program. Provides input into the planning and implementation of operational programs. Participates in the design, implementation and management of core business/group processes. Monitors and reviews calls in detail. Consistently applies quality and compliance assessments to calls using established and documented processes and procedures. Tracks operational performance, KPI’s and best practices metrics and measures. Gathers and formats data into regular and ad-hoc reports, and dashboards and provides reports to management to action. Analyzes data and information to provide insights and recommendations. Identifies coaching insights and opportunities. Provides information to management regarding opportunities for coaching and training of employees to improve handling of calls. Completes non-compliance reports as required. Escalates high risk issues, behaviors or trends to management for corrective/remedial action as required. Collaborates with internal and external stakeholders in order to deliver on business objectives. Supports the development of tools and delivery of training focused on delivering business results. Provides recommendations to improve the effectiveness of the call quality review process while maintaining cost effectiveness. Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities. Executes work to deliver timely, accurate, and efficient service. Organizes work information to ensure accuracy and completeness. Develops knowledge related to specialty (i.e. systems/policies/processes/procedures, as appropriate). Focus may be on a business/group. Thinks creatively and proposes new solutions. Exercises judgment to identify, diagnose, and solve problems within given rules. Works mostly independently. Broader work or accountabilities may be assigned as needed. Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations. Qualifications: Typically between 3 - 5 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience. PC skills (MS Word, Excel, PowerPoint) – Good Knowledge of and experience in Mutual Fund sales, minimum two years Required certifications: IFIC certification completed with RISR. RISR for at least two years. BCO preferred (will have to complete within 1 month in role if not BCO certified at time of hire). Knowledge of applicable risk and regulatory requirements and the impact on the business/group. Specialized knowledge from education and/or business experience. Verbal & written communication skills - In-depth - bilingual in French and in English preferred. Collaboration & team skills - In-depth. Analytical and problem solving skills - In-depth. Influence skills - In-depth. Salary: $45,500.00 - $84,500.00 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. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards 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. To find out more visit us at https://jobs.bmo.com/ca/en. BMO 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. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter. Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO 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.