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Job Title: Direct Banking Manager � Quest
Category: Banking & Financial Services
Location: Calgary, Alberta
Position(s) Available: 1
Employment Type: Permanent, Full-time
Application deadline: November 28th, 2003

Reporting to the Team Leader:

Roles & Responsibilities:

� Provide customer satisfaction excellence in a call centre environment.
� Meet/exceed expectations with responsibility for first point of client contact resolution (e.g., inquiries, complaints).
� Engage in high-quality client interaction.
� Build, enhance, protect client relationship by providing banking products/services, & refer to networking partners for other new business (e.g., lending).
� Meet/exceed personal & team: productivity, call quality, sales referral and customer satisfaction targets/goals.
� Proactively identify & use cross-sell opportunities to maximize Direct Banking�s market share.
� Proactively initiate activities to support broader Direct Banking goals.
� Use formal/informal opportunities to coach/be coached.
� Live Direct Banking values.

Qualifications:

� A University Degree/College Diploma or related work experience


Skill Sets:

� Knowledge of: Telephone, Computer, Keyboarding, and Multi-tasking skills.
� Basic knowledge of: Everyday Banking, Investments, Personal Lending capabilities.
� Willingness to enroll in external courses and pursue continuous learning.
� Strong analytical, organizational & problem solving skills.
� Strong verbal communications skills.
� Highly accurate with strong attention to detail.

Additional Criteria:

Demonstrate attributes/Talents: Keep promises; Desire to do better; Strong �help� ethic; Analyze tough problems & find creative solutions; Flexibility; Thrive in a fast-paced environment; Inspire confidence; Positive outlook; Team Player; Build rapport; Attention to detail; Articulate

***N.B.: Bilingualism, an asset***

PLEASE SEND RESUME AND COVER LETTER TO: [email protected]

At BMO Financial Group we have a workplace accommodation policy for employees with disabilities. We thank all applicants. Only those individuals who are selected for an interview will be contacted.</span>