Application Deadline:

03/24/2026

Address:
250 Yonge Street

Job Family Group:

Business Management

Supports the business/group leader in the effective implementation, maintenance and administration of first line of defense (1st LOD) programs (e.g., operational risk, AML, compliance, regulatory, etc.), including overseeing business operations within the jurisdiction to ensure adherence and efficiency. Contributes to a strong risk management culture through collaboration with other first line employees, and second & third line functions to ensure Compliance, AML or operational risks are identified, mitigated, monitored and reported on an ongoing basis.

Investigation of Customer Complaints:

• Receive and respond to customer-related inquiries via email, telephone, letter, or facsimile on behalf of the Office of the President.
• Conduct impartial investigations of complaints regarding insurance products and/or services from customers of BMO Insurance's Retail and Advisory business. This includes the Creditor & Travel Insurance, Life Insurance, and BMO Insurance Solutions Inc. business units.
• Listen to customer concerns, thoroughly review and investigate complaints, provide recommendations on resolution to Senior Leadership.
• Negotiate and facilitate effective and fair resolution between internal stakeholders and customers.
• Draft clear and concise responses to customer complaints in both French and English, in a timely manner, and in accordance with internal policies & procedures, as well as regulatory requirements.
• Draft clear and concise complaint summaries and logs for both internal and regulatory reporting purposes.
• Liaise and respond to requests from both internal and external stakeholders (including dispute resolution providers, regulatory authorities, etc.).
• Liaise with other complaint management and compliance functions within BMO Insurance and BMO Financial Group.

Monitoring & Tracking of Customer Complaints:

• Support the BMO Insurance Governance team, Senior Leadership, and Executives by providing information on issues and trends identified in the complaint resolution process.
• Assess and analyze complaint data to identify trends and patterns. Leverage these insights to recommend business process improvements and inform Senior Leadership decisions to enhance client experience and drive efficiencies.
• Assist in developing ongoing training and education opportunities for the business. Where appropriate, assist in updating policies and procedures.
• Track and log all escalated customer complaints for reporting purposes. Report escalated complaints as required to internal and external stakeholders, including regulatory bodies.
• Ensure effectiveness of complaint-handling procedures, providing feedback and recommendations to the Head, Retail Insurance Governance and Head, Advisory & Institutional Governance on an ongoing basis.

K n o w l e d g e & Experience :

• University degree with a minimum of 5 years of job-related work experience.
• Knowledge and training in dispute resolution.
• Working knowledge of insurance and investment related products and services.
• Prior experience dealing with complaints regarding insurance products and services is an asset.
• Familiarity with the structure of BMO's operating groups in Canada and dispute resolution process is an asset.
• Familiarity with Insurance regulatory requirements surrounding complaint-handling processes in Canada is an asset.

Skills:

• Fully bilingual with excellent verbal and written communication skills.
• Strong interpersonal and conflict-resolution skills.
• This role requires a patient and respectful listener who is customer-oriented and able to handle emotional situations.
• Ability to work independently and deal with confidential and sensitive matters in a professional manner.
• Well-organized, professional demeanor.
• Able to manage time and a number of responsibilities with conflicting priorities and timelines.
• Strong analytical skills, with the ability to synthesize large amounts of complex information to drive higher-order insights for Senior Leadership and Executives.

Salary :

$69,000.00 - $129,000.00

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 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.