Customer Support Representative, BMO Insurance

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.

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.