The Universal Wealth Associate’s primary responsibility is to provide our clients and potential clients a superior customer service experience. Being the first point of client contact, the Universal Wealth Associates core mandate is to assist our clients with questions related to their Wealth accounts. Inquiries or instructions around customer service will range from assisting with password resets, registered or non-registered account opening and maintenance, provide account balances and details regarding client accounts, cash movements, provide quotes and symbol searches, handle term investment inquiries, purchases and redemptions, as well as general navigation of Wealth websites. The incumbent must be resourceful, patient and resilient and able to resolve client inquires through a willingness to use an open, direct, and fair minded approach to clearly communicate with our clients. Taking ownership of issues is critical. Achieve sales targets with a focus on retail Term and GIC products, booked referrals and overal customer retention. The Universal Wealth Associate will leverage the Customer Conversations model with the ultimate goal of building and solidifying customer loyalty that will positively reflect in individual and overall firm’s Net Promoter Score (NPS). 85%: Service & Productivity   • Provide exceptional service to BMO Wealth clients or prospects by handling incoming calls in an informed, professional and efficient manner.   • Address and resolve any customer issue or concern presented in an incoming call. This may include contacting Operations and Support teams for more information, investigating in BMO systems to understand the underlying root cause and escalate as required to resolve the customer concern. Escalate complex or unresolved escalated customer situations to the Manager or/ Assistant Manager   • Projecting a positive and professional image showing each customer that they are highly valued, demonstrating to customer honesty and conducting all communications in accordance with established Customer Conversation Strategy.   • An understanding of all types of Investment Plans offered by BMO (Registered and Non-Registered Plans)   • A working understanding of BMO banking products and services   • Accept and process purchase and sales orders in accordance with approved procedures and in compliance with security commission regulations.   • Follow all BMO policies and procedures during customer calls in order to minimize risk to the business and provide the customer with appropriate information as per established regulations. Perform any required documentation after the call is completed to ensure an accurate processing of any customer request.   • Maintain current knowledge of the investment industry, practices and trends and integrate into customer conversations in a professional manner.   • Use applicable technology and tools to facilitate an effective conversation with the customer and drive appropriate business results.   • Understand and support any change initiative that will drive increased effectiveness in the team and its operations.   • Managing work within a number of specific productivity targets   • Identify opportunities to make qualified referrals to BMO Partners; apply professional needs-based sales and service principles, practices and techniques related to personal investing strategies.   • Assist in business development and other administrative matters 10%: Risk Management & Control   • Identify process improvement opportunities to increase efficiency and effectiveness of team and still maintain an exceptional level of service to the client.   • Protect BMO assets by adhering to all applicable personal banking, commercial banking, investment and lending regulations, policies and procedures, regulatory requirements, process requirements and established risk guidelines.   • Maintain the confidentiality of both client and Bank information to protect the customer and the Bank and to ensure compliance with Bank policies and procedures   • Follow security and safeguarding procedures in accordance with Bank P&P for the prevention of loss due to fraud, money laundering or defalcation; identify and report suspicious and other reportable transactions or patterns of activity that are suspected to be related to money laundering.   • Understand regulatory and compliance requirements that include, but are not limited to, Anti-Money Laundering and Terrorist Financing reporting requirements, Financial Consumer Agency of Canada (FCAC) consumer provision requirements and Privacy Act provisions, in accordance with Bank policies and procedures; take appropriate action. 5%: Personal Development   • Takes appropriate steps to update skills and abilities to maintain capabilities within the current role position. Understands the need for ongoing training and learning. Responds constructively to feedback and suggestions   • Takes the initiative for identifying and acting upon personal skill areas to be developed. May seek opportunities to apply new learning outside current job scope. Qualifications Knowledge:   • Knowledge and understanding of investment products, processes & procedures and regulatory regulations.   • General knowledge and understanding of Wealth Management products.   • Good knowledge of call centre technology, processes and metrics.   • A good understanding of all BMO Retails Investment GIC and Term products offered and a basic understanding of Mutual Fund products.   • An understanding of all types of Investment Plans offered by BMO (Registered and Non-Registered Plans)   • Great ability to seek, recognize and act upon opportunities to expand business relationships with clients   • University or Community College diploma/degree or equivalent work experience   • Working towards or the successful completion of Canadian Securities Course or IFIC (nice to have) Skills:   • Excellent customer service skills; exceptional telephone and communication skills   • Goal and achievement oriented   • Analytical and problem solving skills   • Ability to work in a high stress environment   • Ability to adapt in a fast-paced, changing environment   • Is comfortable learning new technology platforms   • Must be resourceful, patient and resilient   • The incumbent should be self-motivated and have the ability to work independently   • Some understanding of Risk Management and Compliance.   • Language skills as per regional requirements   • Operates in multiple working relationships/partnerships/environments   • General computer knowledge (Word, Excel, Windows) At our company, we have been helping our customers and communities for over 195 years. Working with us means being part of a team of talented and passionate individuals with a shared focus on working together to deliver great customer experiences. We stand behind your success with the support you need to turn your potential into performance. To find out more visit our website at Company website. Company is committed to an inclusive, equitable and accessible workplace. By embracing diversity, we gain strength through our people and our perspectives.