Customer Support Representative, BMO Insurance

Job description

Accountabilities: Support clients across multiple channels: Engage with bank clients through inbound and outbound interactions to assist with group insurance products and related questions. Provide clear product information: Explain general group insurance offerings and direct clients to the appropriate online resources, tools, and information. Guide digital applications: Help clients navigate digital platforms and complete the appropriate application steps efficiently and accurately. Support travel insurance enrollment: Guide customers through the required enrollment process and ensure a smooth, straightforward experience. Deliver excellent service: Maintain a client-first approach in every interaction while meeting established standards for service quality, call handling, and customer experience. Track client interactions: Use internal systems and CRM tools to document conversations, manage follow-ups, and maintain accurate records. Identify service improvements: Recognize opportunities to improve the customer journey through effective communication, proactive support, and process feedback. Maintain product and market knowledge: Stay informed about insurance products, market developments, regulatory changes, and relevant competitor activity. Ensure compliance: Follow applicable regulatory requirements, internal policies, documentation standards, and audit expectations while ensuring interactions remain informational rather than advisory. Represent organizational values: Demonstrate professionalism, integrity, and accountability across all customer interactions. Requirements: Customer service experience: Previous experience in customer service, sales, contact centres, or a comparable client-facing environment is preferred. Strong communication skills: Excellent verbal and interpersonal communication skills, with the ability to explain information clearly and adapt your approach to different customers. Client-first mindset: Genuine commitment to delivering helpful, respectful, and efficient customer experiences. Process guidance: Ability to confidently walk customers through processes, particularly digital applications and online tools. Technology proficiency: Comfortable working with CRM systems, internal platforms, digital tools, and virtual communication channels. Performance orientation: Able to work effectively in a fast-paced, metrics-driven environment while maintaining service quality and accuracy. Attention to detail: Strong organizational skills and the ability to document customer interactions accurately in accordance with compliance requirements. Adaptability and learning: Comfortable learning new products, systems, processes, and regulatory requirements, with a genuine interest in continuous development. Problem-solving skills: Able to identify customer needs, resolve appropriate issues independently, and recognize when escalation is required. Retention and complaint-resolution experience: Experience handling customer retention or complaints is considered an asset. Professional judgment: Able to follow regulatory and internal guidelines and understand the boundaries of providing general information versus advisory services. Benefits: Fully remote work: Work remotely from Canada. Competitive compensation: Salary range of $38,500–$71,000 CAD, depending on factors such as location, skills, experience, education, and qualifications. Potential additional compensation: Total compensation may include performance-based or discretionary bonuses and other rewards, depending on the position. Health and insurance coverage: Access to health benefits, accident insurance, and life insurance. Retirement savings: Access to retirement savings programs to support long-term financial wellbeing. Tuition support: Opportunities for education and tuition reimbursement. Learning and development: Access to extensive training resources, coaching, leadership support, and opportunities to expand your skills. Career growth: Join a growing team with opportunities to develop expertise and progress within the broader organization. Inclusive environment: Work in a collaborative culture that values different perspectives, accessibility, inclusion, and equal opportunity. Customer impact: Play a meaningful role in helping clients navigate insurance solutions and access the support they need. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Representative, BMO Insurance based in Canada. This is a full-time, fully remote opportunity supporting clients with their group insurance needs.You’ll serve as a trusted point of contact, helping customers understand available products and navigate digital enrollment and application processes.The role combines inbound and outbound customer interactions, digital guidance, accurate documentation, and high-quality service delivery.You’ll contribute directly to a seamless client experience while working within a growing, performance-focused insurance team.Success in this position requires clear communication, strong attention to detail, and a genuine commitment to putting clients first.You’ll also stay informed about insurance offerings, market developments, regulatory requirements, and internal policies.It’s an excellent opportunity to build expertise in insurance and financial services while benefiting from structured learning and career development.