Job Description
Qualifications
Typically between 5 - 6 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience
Knowledge of products, services, and operations – In-depth
Reasoning and problem resolution skills - In-depth
Negotiation skills - In-depth
Technical proficiency gained through education and/or business experience
Verbal & written communication skills - In-depth
Collaboration & team skills - In-depth
Analytical and problem solving skills - In-depth
Influence skills - In-depth
Data driven decision making - In-depth
Benefits
$45,000.00 - $84,000.00
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
Responsibilities
Conducts impartial review of unresolved customer complaints regarding Bank products and/or services
Finds innovative, collaborative solutions to resolve customer complaints and inquiries while balancing the customer and bank's needs
Continuously assesses and improves work processes in order to maximize effectiveness and efficiency of the group
Manages complaint resolution process for unresolved complaints received
Responds to customer concerns by drafting and delivering response letters in alignment with processes and guidelines
Prepares customer documentation and executive summaries of complex cases
Reviews and triages incoming complaints and refers to appropriate colleagues or escalates as required; identifies urgent, sensitive and/or reputational issues
Collaborates with specialized units within BMO (e.g., legal, media, privacy) to develop integrated, customer focused solutions to resolve high risk contentious cases
Builds and fosters strong relationships with BMO partners and leaders
Breaks down strategic problems, and analyses data and information to provide insights and recommendations
Participates in business led initiatives to identify process improvements that will help the customer
Provides feedback on trends identified through the complaint process
Identifies areas of improvement to support overall client experiences
Provides subject matter expertise relating to products, processes, and operating systems
Identifies skilled knowledge gaps and performance improvement opportunities for the team
Ensures compliance and adherence to Bank policies and procedures and completion of required operational effectiveness activities as they relate to but are not limited to, privacy, money laundering and fraud
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
We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs
Job description
Application Deadline:
02/16/2026
Address:
VIRTUAL(U)27 - HomeRes - NE
Job Family Group:
Customer Shared Services
Conducts impartial review of unresolved customer complaints regarding Bank products and/or services. Finds innovative, collaborative solutions to resolve customer complaints and inquiries while balancing the customer and bank's needs. Continuously assesses and improves work processes in order to maximize effectiveness and efficiency of the group.
• Manages complaint resolution process for unresolved complaints received.
• Responds to customer concerns by drafting and delivering response letters in alignment with processes and guidelines.
• Prepares customer documentation and executive summaries of complex cases.
• Reviews and triages incoming complaints and refers to appropriate colleagues or escalates as required; identifies urgent, sensitive and/or reputational issues.
• Collaborates with specialized units within BMO (e.g., legal, media, privacy) to develop integrated, customer focused solutions to resolve high risk contentious cases.
• Builds and fosters strong relationships with BMO partners and leaders.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Participates in business led initiatives to identify process improvements that will help the customer.
• Provides feedback on trends identified through the complaint process.
• Identifies areas of improvement to support overall client experiences.
• Provides subject matter expertise relating to products, processes, and operating systems.
• Identifies skilled knowledge gaps and performance improvement opportunities for the team.
• Ensures compliance and adherence to Bank policies and procedures and completion of required operational effectiveness activities as they relate to but are not limited to, privacy, money laundering and fraud.
• 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:
• Typically between 5 - 6 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Knowledge of products, services, and operations – In-depth.
• Reasoning and problem resolution skills - In-depth.
• Negotiation skills - In-depth.
• Technical proficiency gained through education and/or business experience.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem solving skills - In-depth.
• Influence skills - In-depth.
• Data driven decision making - In-depth.
Salary:
$45,000.00 - $84,000.00
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 http://jobs.bmo.com/us/en
BMO is proud to be an equal employment opportunity employer. We evaluate applicants without regard to race, religion, color, national origin, *** (including pregnancy, childbirth, or related medical conditions), ****** orientation, gender identity, gender expression, transgender status, ****** 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 [email protected] and let us know the nature of your request and your contact information.
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.
Typically between 5 - 6 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience
Knowledge of products, services, and operations – In-depth
Reasoning and problem resolution skills - In-depth
Negotiation skills - In-depth
Technical proficiency gained through education and/or business experience
Verbal & written communication skills - In-depth
Collaboration & team skills - In-depth
Analytical and problem solving skills - In-depth
Influence skills - In-depth
Data driven decision making - In-depth
Benefits
$45,000.00 - $84,000.00
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
Responsibilities
Conducts impartial review of unresolved customer complaints regarding Bank products and/or services
Finds innovative, collaborative solutions to resolve customer complaints and inquiries while balancing the customer and bank's needs
Continuously assesses and improves work processes in order to maximize effectiveness and efficiency of the group
Manages complaint resolution process for unresolved complaints received
Responds to customer concerns by drafting and delivering response letters in alignment with processes and guidelines
Prepares customer documentation and executive summaries of complex cases
Reviews and triages incoming complaints and refers to appropriate colleagues or escalates as required; identifies urgent, sensitive and/or reputational issues
Collaborates with specialized units within BMO (e.g., legal, media, privacy) to develop integrated, customer focused solutions to resolve high risk contentious cases
Builds and fosters strong relationships with BMO partners and leaders
Breaks down strategic problems, and analyses data and information to provide insights and recommendations
Participates in business led initiatives to identify process improvements that will help the customer
Provides feedback on trends identified through the complaint process
Identifies areas of improvement to support overall client experiences
Provides subject matter expertise relating to products, processes, and operating systems
Identifies skilled knowledge gaps and performance improvement opportunities for the team
Ensures compliance and adherence to Bank policies and procedures and completion of required operational effectiveness activities as they relate to but are not limited to, privacy, money laundering and fraud
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
We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs
Job description
Application Deadline:
02/16/2026
Address:
VIRTUAL(U)27 - HomeRes - NE
Job Family Group:
Customer Shared Services
Conducts impartial review of unresolved customer complaints regarding Bank products and/or services. Finds innovative, collaborative solutions to resolve customer complaints and inquiries while balancing the customer and bank's needs. Continuously assesses and improves work processes in order to maximize effectiveness and efficiency of the group.
• Manages complaint resolution process for unresolved complaints received.
• Responds to customer concerns by drafting and delivering response letters in alignment with processes and guidelines.
• Prepares customer documentation and executive summaries of complex cases.
• Reviews and triages incoming complaints and refers to appropriate colleagues or escalates as required; identifies urgent, sensitive and/or reputational issues.
• Collaborates with specialized units within BMO (e.g., legal, media, privacy) to develop integrated, customer focused solutions to resolve high risk contentious cases.
• Builds and fosters strong relationships with BMO partners and leaders.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Participates in business led initiatives to identify process improvements that will help the customer.
• Provides feedback on trends identified through the complaint process.
• Identifies areas of improvement to support overall client experiences.
• Provides subject matter expertise relating to products, processes, and operating systems.
• Identifies skilled knowledge gaps and performance improvement opportunities for the team.
• Ensures compliance and adherence to Bank policies and procedures and completion of required operational effectiveness activities as they relate to but are not limited to, privacy, money laundering and fraud.
• 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:
• Typically between 5 - 6 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Knowledge of products, services, and operations – In-depth.
• Reasoning and problem resolution skills - In-depth.
• Negotiation skills - In-depth.
• Technical proficiency gained through education and/or business experience.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem solving skills - In-depth.
• Influence skills - In-depth.
• Data driven decision making - In-depth.
Salary:
$45,000.00 - $84,000.00
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 http://jobs.bmo.com/us/en
BMO is proud to be an equal employment opportunity employer. We evaluate applicants without regard to race, religion, color, national origin, *** (including pregnancy, childbirth, or related medical conditions), ****** orientation, gender identity, gender expression, transgender status, ****** 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 [email protected] and let us know the nature of your request and your contact information.
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.
💡 Quick Summary
Seeking a career-building opportunity? The Senior Customer Advocacy Liaison position is now open for candidates interested in the Bank Jobs sector. This role in Adams offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
