bmo customer service representative resume

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BMO Customer Service Representative Interview Questions

If you’re seeking BMO Customer Service Representative Interview Questions, you’re in the right place.

The role of a BMO CSR involves providing exceptional service to customers, identifying customer needs, offering financial advice, facilitating banking transactions, and promoting digital services.

Here we will discuss BMO Customer Service Representative Job Interview Questions

Please note these are practice interview questions and we are not affiliated with the company mentioned in this post.

1. Can you tell us about your previous work experience?

Discuss any relevant work experience you have in banking, customer service, or both. Remember that having related work experience will give you a competitive edge.

Example: “In my previous role at a call center in the billing department, I gained valuable experience in customer service, problem-solving, and effective communication. I actively listened to customers’ needs and concerns, allowing me to identify opportunities for upselling or introducing them to services that better suited their needs. I developed a deep understanding of billing processes and policies, collaborated with colleagues to improve service quality, and learned the importance of remaining patient and empathetic when resolving customer issues.”

2. Why do you want to be a customer service representative?

Express that you possess strong communication skills, which will be valuable when interacting with customers and colleagues. Highlight that you’ll find fulfillment in assisting customers and promoting digital banking options. Finally, express that you believe BMO is an excellent place to work and to advance your career.

Example: “I aspire to be a Customer Service Representative because of my strong communication skills, which I believe can greatly benefit customers. I find immense fulfillment in assisting customers and ensuring their experience is seamless and satisfying. Additionally, BMO’s consistent recognition as one of Canada’s top employers makes it an ideal place for me to grow my career.”

3. Why should we hire you as our customer service representative?

Review the job description to identify the essential skills and experience required for the position. During the interview, emphasize your possession of the necessary skills and expertise, reassuring the interviewer of your suitability for the role. Your response should convey that you are the solution to the employer’s problem (i.e., filling a vacancy on their team)

Example : “You should hire me because I am deeply committed to exceptional customer service, proficient in digital tools, excel in collaborative environments, and my values align perfectly with the responsibilities of the Customer Service Representative role, making me an ideal candidate.”

Customer Service Excellence

4. Can you describe your understanding of exceptional customer service? How would you deliver it to BMO customers?

Exceptional customer service includes but is not limited to, active listening, strong communication skills, going above and beyond for the customer, and a constant commitment to self-improvement.

Example: “Exceptional customer service, in my view, involves exceeding customer expectations by actively listening, communicating clearly, going the extra mile, being patient and courteous, and continually seeking ways to improve the customer experience. At BMO, I would apply these principles to create positive and memorable interactions with customers.”

Identifying Customer Needs

5. In this role, you’ll need to identify customer needs and provide financial advice. Can you share an example from your past experience where you successfully identified a customer’s financial needs and provided a suitable solution?

Don’t worry if you have not given financial advice in your previous role. However, please review your resume and try to think of examples where you identified customers’ needs and offered advice.

Example : “In a previous role, I successfully identified a customer’s passion for travel and recommended a flight rewards credit card as a tailored solution. By understanding their travel goals and financial situation, I highlighted how the card could help them earn travel rewards on everyday purchases, ultimately making their travel experiences more affordable. The customer appreciated the personalized approach and applied for the card, which allowed them to accumulate frequent flyer points for memorable trips. If faced with a similar situation at BMO, I would recommend the BMO Air Miles Mastercard .”

Handling Complex Customer Requests

6. How would you handle a situation where a customer walks into the branch with a complex request? What steps would you take to ensure their needs are met seamlessly?

Active listening is crucial when addressing this question. Since the customer has a complex request, remember that you may not have the answer, but your responsibility is to connect them with someone who can help.

Example: “When faced with a customer walking into the branch with a complex request, my approach is to ensure they feel valued and confident that their needs will be met seamlessly. I would actively listen, show empathy, and involve specialists if necessary. I’d provide clear explanations, transparency, and realistic timelines. Following up, documenting the interaction, seeking feedback, and building rapport are key elements of my strategy to address complex requests effectively.”

Collaboration and Teamwork

7. Collaboration is essential within the branch and with BMO partners. Can you provide an example of a situation where you had to collaborate with colleagues to achieve a common goal?

Review your resume and try to recall a time when you had to collaborate with a team to achieve a common goal. If you can’t think of an example of collaboration at work, consider mentioning a time during your university experience.

Example: “In a previous role, I led a collaborative effort to improve customer satisfaction scores by reducing response times for customer inquiries. I organized cross-functional team meetings, involving members from various departments. Together, we identified bottlenecks, standardized responses, and improved communication channels. This collaborative approach resulted in reduced response times and improved customer satisfaction.”

Promoting Digital Banking

8. The job involves promoting digital and self-serve options. How would you advise a customer who is hesitant to use digital banking services, and what benefits would you emphasize?

The first step in answering this question is to listen to why the customer is hesitant. Then, engage in a discussion with the customer about the advantages of using BMO’s digital and self-serve options.

Example: “When advising a hesitant customer about using digital banking services, I would begin by listening to their concerns and empathizing with their hesitation. Then, I would emphasize the benefits of digital banking, including convenience, time-saving, security, 24/7 access, cost savings, environmental impact, and self-service options. To address their specific concerns, I would offer a demonstration or step-by-step guidance to boost their confidence. Ultimately, my goal is to make customers feel comfortable and in control of their digital banking experience, highlighting how these tools can simplify their banking and enhance their financial well-being.”

Dealing with Upset Customers

9. Give an example of a situation where you had to deal with an upset customer. How did you handle the situation, and what was the outcome?

When answering this question, the goal is to ensure the customer leaves feeling satisfied or with their problem resolved.

Example: “In a past role, I encountered an upset customer due to a transaction issue. Here’s how I handled it and the outcome: I actively listened to the customer’s frustration and empathized with their situation. I asked questions to understand the issue and initiated an investigation. I presented a clear plan to resolve the problem, including reimbursing fees, and offered a sincere apology. Finally, I followed up with the customer to ensure satisfaction.”

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Canada Resume For Customer Service: Free Samples (2023)

For those aspiring to excel in customer service roles, an impressive resume is an indispensable tool. Whether you’re a seasoned professional or a fresh graduate, the journey to securing a Customer Service position in Canada begins with a compelling resume that effectively showcases your skills, experiences, and dedication to customer satisfaction.

This comprehensive guide aims to demystify the art of creating a standout customer service resume tailored to the Canadian job market . We’ll delve into the essential elements that recruiters look for, share valuable insights on the unique expectations of Canadian employers, and provide you with free sample templates to jumpstart your resume-writing journey.

From highlighting your problem-solving abilities to showcasing your proficiency in multiple languages, our guide will equip you with the tools needed to position yourself as the ideal candidate for the competitive customer service landscape.

Components of a Canadian Customer Service Resume

Effective customer service in the Canadian context relies on a combination of key components that not only address the diverse needs of customers but also align with the cultural and professional expectations prevalent in the country. Here are some essential components of Canadian customer service:

Cultural Sensitivity: Canada is known for its cultural diversity, and customers come from various backgrounds. A successful customer service representative in Canada must exhibit cultural sensitivity, understanding, and respect. This includes recognizing and appreciating cultural differences in communication styles, values, and expectations.

Bilingual or Multilingual Proficiency: Canada is a bilingual country with English and French as official languages. Depending on the region and the specific customer base, being bilingual or multilingual can be a significant advantage. Customer service representatives who can communicate effectively in both English and French or other languages are highly valued.

Empathy and Customer-Centric Approach: Canadian customers appreciate a customer service experience that is empathetic and customer-focused. Representatives should be skilled in active listening, demonstrating empathy, and finding solutions that align with the customer’s needs. A customer-centric approach is essential for building positive relationships and fostering customer loyalty.

Problem-Solving Skills: Strong problem-solving abilities are crucial in Canadian customer service. Representatives should be adept at identifying issues, analyzing situations, and proposing effective solutions promptly. This skill is particularly important in addressing customer concerns and resolving problems to ensure a positive customer experience.

Communication Skills: Clear and effective communication is at the core of excellent customer service. In Canada, where communication styles may vary, customer service representatives must be articulate, professional, and adaptable. Whether communicating through phone, email, or chat, the ability to convey information clearly and courteously is vital.

Technological Proficiency: The Canadian business landscape is increasingly reliant on technology. Customer service representatives should be comfortable using various communication channels, customer relationship management (CRM) systems, and other tools. Technological proficiency ensures efficient service delivery and enhances the overall customer experience.

Adaptability and Flexibility: The Canadian business environment is dynamic, and customer needs can evolve rapidly. Successful customer service representatives exhibit adaptability and flexibility in their approach. This includes being open to change, quickly learning new processes or technologies, and adjusting strategies to meet evolving customer expectations.

Teamwork and Collaboration: Collaboration is highly valued in Canadian workplaces. Customer service representatives often work within a team environment, coordinating efforts to provide seamless support. Demonstrating effective teamwork and a willingness to collaborate with colleagues from diverse backgrounds enhances the overall efficiency of the customer service function.

By integrating these components into their approach, customer service representatives in Canada can create positive, lasting impressions and contribute to the success of their organizations in the competitive Canadian business landscape.

Customer Service Resume Summary Examples

Here are some samples of resume summaries that you can use:

• Highly motivated and customer-focused professional with over 5 years of experience in customer service and support. Strong communication skills and ability to resolve complex issues efficiently. Seeking a customer service representative position in a reputed organization in Canada.
• Customer service professional with a proven track record of delivering exceptional service to clients. Strong multitasking and problem-solving skills, combined with a friendly and professional demeanor. Looking to join a reputable company in Canada as a customer service representative.
• Skilled customer service representative with 3 years of experience in handling customer queries and complaints. Strong communication skills and ability to build strong relationships with clients. Looking for a customer service representative position in a dynamic organization in Canada.
• Experienced customer service representative with a passion for providing exceptional service to clients. Proficient in handling complex issues and providing timely solutions. Seeking a customer service representative position in Canada where I can utilize my skills and experience.
• Enthusiastic customer service professional with 6 years of experience in handling customer inquiries and complaints. Strong communication and interpersonal skills, coupled with a positive attitude. Looking for a customer service representative position in Canada where I can contribute to the growth of the organization.

Customer Service Resume Skills Examples

Here are some general examples of skills that customer service personnel may include on their resumes:

• Excellent communication and interpersonal skills
• Strong problem-solving and decision-making abilities
• Proficiency in customer service software and technologies
• Knowledge of company policies and procedures
• Ability to handle difficult or escalated customer situations
• Strong multitasking and time management abilities
• Attention to detail and accuracy in record-keeping
• Ability to work independently and as part of a team
• Fluency in English and French (for bilingual customer service roles)
• Knowledge of Canadian laws and regulations related to customer service.

These are just some examples of the types of skills that you may have and include on your resume. It’s important to tailor your resume to your own experiences and strengths, and to the specific job you’re applying for.

Canada Customer Service Resume Examples

Here are some sample resumes which you can modify:

Canada Customer Service Sample Resume 1

Canada customer service sample resume 2.

The Canadian job market, known for its diversity and inclusive ethos, demands a unique set of skills and qualities from customer service professionals. In crafting a resume for a Customer Service Representative role in Canada, the emphasis on key components such as cultural sensitivity, bilingual proficiency, and adaptability becomes paramount.

By aligning your resume with the cultural and professional expectations of Canada, you position yourself as a candidate who not only meets the technical requirements of the role but also understands the nuances of providing exceptional service in a diverse and dynamic environment. The ability to communicate effectively, showcase problem-solving skills, and exhibit a customer-centric approach are fundamental to success in this competitive landscape.

Furthermore, considering the financial aspect, the average salary for a Customer Service Representative in Canada varies based on factors such as experience, location, and industry. On average, a mid-level Customer Service Representative can expect to earn between $40,000 and $50,000 annually , with opportunities for growth as experience and expertise increase.

In conclusion, a well-crafted resume tailored to the unique expectations of the Canadian job market is your key to unlocking opportunities in the customer service sector. By highlighting your cultural awareness, language proficiency, and problem-solving prowess, you position yourself for success in a role that not only meets but exceeds the expectations of Canadian employers.

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• Canada Sample Resumes For Farm Workers

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Bank Customer Service Representative Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the bank customer service representative job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Receives and completes all wire and stop payment requests
• Support Commercial Lending in acquisition of commercial business accounts
• Onboard information into deposit pro platform systems for all basic and complex accounts
• Analyze and review documentation on business, trust, IRAs, and certificate of deposit products received from the field and clients to ensure all information is accurate and complete
• Performs maintenance requests received by phone for check re-orders, cashier’s checks, basic loan maintenance, Debit/ATM PIN resets, loan payments, OnCommand lockouts, change of addresses, close accounts, account transfers, and Line Of Credit advances
• Maintains current knowledge of banking regulations to ensure ongoing compliance of all basic and complex deposit accounts, including business, trust, IRA, and CD accounts
• Cross-sells banking products such as loans, credit cards, and other channels of banking such as online banking, mobile banking, and the automated voice system
• Perform other duties assigned to you
• Produce extraordinary results measured by customer satisfaction, efficiency, call quality and established metrics
• Development Groups and Training's
• Employee Stock Purchase Plan
• Paid time off (20 personal days + 7 holidays per year)
• Access to fitness center
• Opportunities to Volunteer in the community
• Provide account services to clients, including a full range of the Bank’s retail services
• Provide and maintain a high standard of customer service
• Front-end responsibilities in the continual promotion of CWB products and services
• Supports full servicing of checking, money market, business, trust, IRA, and CD products
• Perform quality and assurance for data entry by all Personal Bankers
• 60% of their time will be spent on providing superior client service for our deposit bank products
• Answers inquiry calls on business, trust, IRA, and CD accounts as well as assisting advisors (Level 2)
• Exemplary attendance and punctuality
• Focuses and guides self and team members in accomplishing work objectives
• Interacts with others in a way that gives them confidence in one’s intentions and those of the organization
• Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the messages, and permitting response and feedback from the listener
• Possesses, acquires, and maintains the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations
• Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits
• Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed
• Technology: Able to proficiently utilize all applications, systems, and financial planning tools including Microsoft Office, Seibel, and other customer relationship management tools
• Teamwork: Ability to closely partner with internal business partners and other key members of the organization. Strong negotiation skills with sound judgment and decision-making. Ability to influence others and operate flexibly. Consistently exemplifies cross-company collaboration and partnership. Values diverse and differing opinions. Ability to work independently when appropriate
• Driven: Ability to identify opportunities for personal and professional growth for self and team. Encourages continuous learning. Takes ownership and responsibility for work

1 Bank Customer Service Representative resume templates

Read our complete resume writing guides

How to tailor your resume, how to make a resume, how to mention achievements, work experience in resume, 50+ skills to put on a resume, how and why put hobbies, top 22 fonts for your resume, 50 best resume tips, 200+ action words to use, internship resume, killer resume summary, write a resume objective, what to put on a resume, how long should a resume be, the best resume format, how to list education, cv vs. resume: the difference, include contact information, resume format pdf vs word, how to write a student resume, customer service representative / bank teller resume examples & samples.

• Minimum one (1) year banking experience
• Good working knowledge of Microsoft Word and Excel
• Superior administrative, organizational, and interpersonal skills
• Sales and marketing oriented with excellent customer service skills
• Must have the ability to manage multiple priorities simultaneously and meet deadlines
• Provide account services to clients, including a full range of the Bank’s retail services
• Work closely with all departments and actively identify the opportunities to make effective referrals where appropriate
• Provide reception coverage as needed

Discover Bank-customer Service Representative Resume Examples & Samples

• Listen to real needs of our customers and offer powerful solutions, as we pride ourselves on our “One Call Resolution” process
• Deliver great customer care by responding to inquiries regarding accounts in a fast paced, structured environment
• Maintain a high level of knowledge with Discover Banking products, technology/computer skills and marketing/promos
• Answer high-volume inbound calls in a timely and efficient manner
• Multitask at a high level, while effortlessly adapting to the ever-changing world of finance
• Outstanding analytic skills
• Superior verbal/written communication skills
• Technology/Computer skills

Bank Customer Service Representative Resume Examples & Samples

• Directly communicate and train the field regarding procedures and documentation required for basic and complex deposit accounts
• Engage in regular training and professional development while obtaining additional skills to enhance individual growth through cross training with other departments throughout the bank and company
• Required to take escalated Level 1 calls
• Provides high-level technical and network customer service and support for all channels of electronic banking including online banking, mobile banking, web bill pay, voice banking, eStatements and notices, and debit/ATM cards
• Performs maintenance requests received by phone for check re-orders, cashier’s checks, basic loan maintenance, Debit/ATM PIN resets, loan payments, OnCommand lockouts, change of addresses, close accounts, account transfers, and Line Of Credit advances
• Proactively manages risk in every business, product, and service transaction leveraging available tools
• Requires ongoing training in all sections of First Command Bank
• Must stay current on all literature regarding procedures, regulations, and enhancements
• Previous experience analyzing, documenting, and servicing banking products to include business, trust, and CDs
• Completion of designated First Command and Industry training courses
• Previous experience working payment inquiries and failed bill payments and transfers
• Previous experience replying to online and mobile messages
• Ability to answer Level 1 and Level 2 phone calls
• Ability to answer escalated Level 1 calls
• Ability to perform quality and assurance on all data entry for the department
• Satisfactory credit and background history required
• Must possess high analytic skills
• Must possess discernment in being able to apply bank policy and regulations in all situations
• Must possess strong communication and interpersonal skills as well as maintain a professional demeanor at all times
• Must be familiar and able to operate Microsoft Excel, Word, and Outlook and must be able to learn other software specific to First Command Bank and Channel Management
• Must be proficient in new account software and able to complete more complex tasks
• Must be able to maintain confidential information and record
• Must be detail oriented and possess strong organizational skills
• Bachelor’s degree strongly desired or the equivalent combination of education and experience
• 5+ years of client service and sales experience in a call center environment
• Customer Service: Must be service driven with an ability to dissect complex problems and create solutions that put the customer first
• Sales/Relationship Deepening: Must be able to provide product and service solutions in a consultative manner
• ©2016 Teachers Insurance and Annuity Association of America (TIAA), 730 Third Avenue, New York, NY 10017 C23921

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26 Customer Service Resume Examples for 2024

Customer Service Resume

• Customer Service Resumes by Experience
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• Writing Your Customer Service Resume

As the face of the organization, the customer service team is instrumental in building and maintaining a business’s reputation.

To be a successful customer service professional, you must have a wide-ranging skillset—patience, empathy, critical thinking, and detailed knowledge of your company’s products or services.

With such a tall order, you shouldn’t also have to be an expert at  building a resume . Our easy  resume tips  are available at your fingertips!

We’ve analyzed countless resumes and  chosen the 26 best customer service resume samples to help you land your next job in 2024 .

Furthermore, we’ll share our recommendations and advice so you can put your best foot forward on your resume; before you know it, you’ll also be ready to tackle your  customer service cover letter !

or download as PDF

Why this resume works

• The best way to do this is by making your points concise and highly relevant to the job to which you’re applying. If you include a  resume summary , tailor it to the business to which you apply. As a rule of thumb, the more you customize and  fine-tune your resume  for each job application, the more likely you are to get an interview. 

Entry-Level Customer Service Resume

• Choose two tastefully contrasting fonts: one for your section headers, and one for your body text. 
• Leverage white space throughout your resume to give it a clean, easy-on-the-eye, professional feel.
• We suggest bold (but not garish) colors in the header and titles to draw attention.
• Say goodbye to excess white space by adding some relevant projects you’ve worked on.
• Just make sure they relate to the  customer service job description  and emphasize your most relevant skills.

Customer Service Associate Resume

• Something very impressive on a  customer service associate resume  is when you’ve gone the extra mile to be certified. Definitely include any licenses or certifications you have in a dedicated “Certifications” section.
• Our  user-friendly resume templates  and  Google Docs resume templates  allow you to quickly add a section just for certificates and licenses.
• For example, “Handled an average of 40+ customer complaints per day with a 93% customer satisfaction rate.”

Customer Service Manager Resume

• Don’t worry though! You can easily tailor it by mentioning the specific job title you’re seeking, the company’s name, and any position-specific skills you’ve learned.If these kinds of details paralyze you, take a breath; now, start off your  resume-building  adventure with one of our  free resume templates  or  Google Docs interactive resumes  that already have sections laid out for your objective.
• Though including a  resume objective  is optional, we recommend one if you’ve had a career change, are entry-level, or simply need to effectively fill a little space on your resume.
• If you choose to add it, make sure it’s unique and personalized for every application you submit. That’s right. Every single one.

Customer Service Lead Resume

• Also, a technical support specialist position might have refined your problem-solving skills and technical knowledge, essential for resolving issues beyond the first line of support. A moment or two when your leadership stance shone brightly is a welcome addition to your customer service lead resume.

Airline Customer Service Resume

• In the same line, use larger fonts to draw the hiring manager’s attention to different essential parts of your resume. For example, role titles should be in a larger font and title case format, while terms accentuating your skills, hobbies, contact information, and education should be in uppercase.

Customer Service Call Center Resume

• It’s fine even if you mention them in other unrelated job roles. Just ensure that you clearly state how your assistance helped customers in a particular scenario.
• If you run out of room in your resume, remember that a cover letter generator can help you expound quickly on the details you care about sharing.

Customer Service Bank Resume

• Even if it’s only a short stint, mention how you went beyond resolving technical issues at a desk by adding your ability to make personalized follow-ups, maintain high-data accuracy rates, and implement any customer feedback provided.

Insurance Customer Service Resume

• Remember that expertise in communication efficiency, accurate responses align well with the requirements of the role since you will be handling customers.

Client Service Manager Resume

• And if you may, add your metrics on improving customer satisfaction to further prove your potential.

Customer Service Specialist Resume

• Luckily, customer service is typically a metric-heavy role. From sales to customer reviews to retention, there’s a lot of numbers you can draw upon, such as customer satisfaction scores, how many customers you helped, and sales targets you exceeded.
• Metrics draw the eye of the resume reader and increase the length of time they’ll review your  customer service specialist resume , which increases your likelihood of getting an interview. Since a hiring manager will, on average, spend six seconds reviewing your resume, hooking their attention quickly is key.

Retail Customer Service Clerk Resume

• The structure of your  retail customer service resume  can either help or hurt the flow of the employer’s reading experience and affect whether or not you get that interview.
• We suggest you experiment with an array of  resume templates  and go for the one that zooms in on your greatest selling points.
• Sprinkle in impressive numerical metrics such as team headcounts, sales targets met, and payment processing accuracy percentages whenever possible.

Customer Success Manager Resume

• Challenge yourself to prove your impact with metrics.
• For example, how much time did you save in labor hours? How much did you increase profits for the company? Provide any details that show how quickly you could boost numbers at the next business that’s smart enough to hire you. 
• Striking a good balance between hard and soft skills is tricky, but doable—the  skills section on your resume  can emphasize the soft skills that made those impressive numbers happen in the first place.

Bilingual Customer Support Resume

• For example, you can mention the number of reward program members you signed on, the number of customers you helped per shift, the number of performance-based awards you earned, and the percentage of bilingual clients who specifically returned to you for assistance.
• Pass the automated tracking system filter by peppering your skills section with relevant keywords you’ve taken the time to mine from the  job description .
• Just be sure the keywords you glean from the job description truly match the skills you possess! Better to be a master of a few talents than have a surface knowledge of many.

Customer Service Consultant Resume

• Having trouble breaking up with the roles you had in high school? You can save old positions in a separate document, just in case. Just reassure yourself that you can discuss this expertise during an interview.
• Rather than cramming your work experience down to microscopic font size, try honing in on your most relevant work history. 
• Since you probably have plenty of experience, you may want to consider including a  resume summary , which can give a valuable overview of your skills and how they’ve driven results over the course of your lengthy (10+ years for a summary) career. 

Customer Service Agent Resume

• As long as you’re not distracting from the content of your resume, go ahead and get a little creative. 
• Do this by  organizing your resume  into distinct sections (subheadings are your friend), and use an unexpected pop of color to draw on your personality. Who said your resume has to be boring? 
• Focus on adding hard skills, like Zendesk, Salesforce, and Microsoft Word.

Customer Service Success Specialist Resume

• Hiring managers in the customer service field often have less than a minute to review your resume, so it’s important that you place the most relevant information where they’ll see it! 
• Emphasize growth in your career by ordering your work experience in a  reverse-chronological resume format , meaning that your most recent experience will be listed at the top of the page. 
• Including numbers in your work experience bullet points shows the employer that you’re great at your job! Ultimately, they’re looking for specialists who can perform the job well, and numbers prove that you can. 

Customer Service Coordinator Resume

• That’s right. Your resume doesn’t need to look computer-generated to command respect. In fact, using a sprinkle of color can demonstrate your confidence and individuality, making you an even more appealing candidate. 
• A word of caution: While more companies are valuing the individuality and flair of applicants, there are times when toned-down colors (like deep navy, slate gray, or hunter green) may be more appropriate. This can be especially true if you’re applying to a larger corporate business. Determine what’s best by investigating the  customer service job description’s  work culture.

Customer Service Advisor Resume

• Now, that doesn’t mean you need to bring the entire color wheel to your resume. Instead, focus on grabbing recruiters’ attention by using one or two colors for your section titles. You can start from scratch to find a visually-appealing color, or use a  resume template  if you’re not artistically inclined. 
• Take your resume personalization to the next step by adding a  career summary  section if you’re a total pro in the field with more than a decade of experience. Use this section for some humble bragging and tell hiring managers about your biggest accomplishments over the course of your career. Because if there’s any good time to brag, it’s on your resume, right?

Customer Service Technician Resume

• It’s surprisingly easy! Using hard numbers throughout your resume makes hiring managers slow down and read more carefully, plus using metrics supercharges your resume clout and indicates that you know your value (literally). 
• Don’t be afraid to highlight your  hobbies and interests on your resume .
• But, please, please ensure you can relate them to the job. If you’re including a super interesting hobby, a hiring manager is almost certainly going to ask you all about it. You better 1.) actually do that hobby, and 2.) be able to relate that hobby to relevant customer service tech job skills. 

Customer Service Representative Resume

• So, instead of simply adding ‘Sales’ as a skill in your customer service representative resume , use an example of where and how you used said skillset. Try, “Boosted high-end electronic sales by 34% through deep product knowledge and personalized demonstrations.”

Call Center Customer Service Resume

• Format your resume so that your most recent experience and achievements are at the top of your call center customer service resume . By doing this, you’re presenting those highlights in a way that they’re the very first thing a recruiter will probably look at.

Professional Customer Service Resume

• Let’s say you have a Certified Customer Service Professional (CCSP) certification on your professional customer service resume—it immediately lets a potential employer know you’re well-equipped and ready to provide exceptional customer service.

Customer Service Supervisor Resume

• If you know your way around a specific CRM or management software, don’t miss the opportunity to add it to your customer service supervisor resume and show an employer you’re a well-rounded candidate.

Remote Customer Service Resume

• By using a remote customer service resume template that’s clutter-free and spotlights what’s really important, you can show a recruiter what they need to see to form a positive opinion of you.

Customer Service Sales Resume

• Let’s take the poetry writing, portrait sketching, and vector illustration mentioned in this customer service sales resume . They convey that you have a knack for being creative, understanding design, and paying attention to detail—all of which will come in handy in your professional role.

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4 Tips to Improve Your Customer Service Resume Today

Customer service resumes have gone beyond a simple list of experiences and education that prove your worth. Now, they’re as varied as the candidates themselves. Before writing a resignation letter and applying for your next job, check out BeamJobs’ list of recommendations to make your resume sound professional, look neat, and prove without a doubt that you’re the best candidate. We’ll cover:

• Customer service skills
• Formatting your customer service resume
• Quantifying your previous impact
• Customizing your resume for each job

Tip 1: Confidently choose your customer service skills

The  skills section of a resume  might be short, but it packs a punch. This is where you sell what you’re capable of and what you can do. This section is especially important for ATS to keep you in the running, so it’s crucial to pay attention to what skills you possess.

You should list both hard skills (like Microsoft Office Suite, HubSpot, or HelpDesk) and soft skills (like organization, problem-solving, and interpersonal communication). The best place to find applicable skills would be the job description itself—see what’s required for the tasks listed, and then use those tasks to steer you in the right direction.

Let’s say you run across a  customer service job description  requesting bilingual support like this:

• Answer telephone calls and emails promptly in Spanish and English
• Maintain and extend client base through positive customer interaction
• Excellent verbal and written skills in both Spanish and English
• Strong organizational and analytical skills 
• Flexible—must be able to work independently AND with a team daily

Based on the job description, it’s clear this company values a bilingual, organized individual who is an effective communicator. These skills (as long as they accurately define you) should serve as the foundation of your skills section. And a word to the wise—don’t apply for a job if you can’t honestly say you own the skill set required. 

Now, it’s time to tailor your skills section to the job description, which could look like this:

• Bilingual (Spanish and English)
• Organized 
• Strong verbal and written communication 
• Proven customer success 
• Empathetic 
• Methodical and thorough documentation 
• CRM (HubSpot)

Not every customer service job description will look like the one above, so your skills section should reflect the role for which you’re applying.

The following skills would be great additions to other customer service positions:

• Data analysis
• Metrics-driven
• Customer service reporting
• Self-motivated
• Social media
• Creative problem-solver
• Inquisitive

Tip 2: Format your resume for the ATS and recruiters 

When you open the pages of a book, what’s more inviting: dense blocks of text with little color or short paragraphs with headings, indents, and plenty of white space? The latter is easier to read and, thus, more inviting. Your customer service resume needs to follow the same principle since it’s your first impression. Make the recruiter’s job as easy as possible by being neat, easy to read, and understandable. 

There are multiple ways to achieve this, but one of the easiest is to put things in  reverse-chronological format . This helps recruiters know immediately where you’re coming from. (For example, if you recently worked as a customer service representative, you’ll have a shorter adjustment period. And even if you were a customer service rep a few years ago, the reverse-chronological order will help recruiters quickly assess your qualifications.)

Further suggestions for keeping your resume easy to read: 

• Bullet points rely on keywords, essential for making your resume ATS-friendly. The condensed structure and repetitive points also relieve eye strain when reading.
• Place the customer service title beneath your name to make it easier for the recruiter to keep that specific job in mind as they scan your resume. This is especially crucial when a company is hiring for multiple positions.
• The average time a recruiter spends looking at a resume is six to seven seconds, which means you should only include necessities. Anything else that’s relevant can be brought up in the job interview.
• Some companies see them as antiquated, but others like knowing exactly what you’re aiming for. Scan resumes in the job field to see if others include them, and consider reaching out to current employees on LinkedIn for advice.
• Primarily, fancy icons or images may confuse the ATS. Beyond that, leaving them off your resume looks more professional; plus, it leaves room for more important things, like skills or awards.

Objective or summary for your customer service resume?

Objectives and summaries  are a hot topic for resumes. It’s up to you to decide if an objective or summary is needed for your customer service resume. Typically, objectives/summaries are a good idea if you’re changing careers, you’re an entry-level applicant, or if you want to customize them for each application. Otherwise, it would be best to leave space for other things.

The difference between objectives and summaries rests in their purpose and your level of experience. Both are roughly two to three sentences, but  an objective describes your interest and qualifications for the job while a summary highlights your past work . If you have limited experience, you should choose an objective to sell why you’re the best candidate, but if you’re years into customer service, you could include a summary to describe your unique background.

No matter if it’s a summary or an objective, it should always be concise, informative, and personal ; this is your chance to show your personality and skills before the interview, so make it count.

When you write your objective, communicate your reason for applying and why you’d make a great candidate. Avoid making it generic, flat, or too casual: 

• College graduate looking for work in the customer service industry to start a life-long career. I’m hardworking, great with people, and skilled with computers.

Instead, your objective should be specific, detailed, and unique to both you and the job description. Try something that highlights your skills regardless of your experience level:

For those who have 10+ years of experience, a summary is the best way to go. Poor summaries have limited and vague information:

• I’m a manager who is seeking further professional growth. I’m good at resolving conflicts, handling money, and writing reports; looking for a job that will give me experience and career options.

Rather, a summary should be a highlight reel of your accomplishments and expertise. To further showcase your talent, add metrics here, too:

This summary is tailored to the position and outlines the candidate’s experience and skills while being personable and not too formal. By carefully crafting your objective or summary, you can rise above the competition in just two to three sentences.

Tip 3: Leverage metrics on your customer service resume 

Leveraging metrics is all about avoiding generality and demonstrating success. Most job description bullets don’t describe how successful, friendly, or efficient you were. However, saying, “Assisted 200+ customers weekly with technical questions with a 98% customer satisfaction rate,” tells the recruiter the specifics of your talents and abilities. 

Writing metrics for every single bullet point isn’t necessary, but including an estimate when you can is better than staying vague.

Some customer service metrics to add to your resume include:

• Customer satisfaction (CSAT) score: The core aspect of customer service is keeping customers happy, so providing high CSAT scores based on your interaction with customers is bound to get recruiters noticing.
• Net promoter score: Just like the CSAT, this gives an insight into how happy customers are with the company. 
• Employee retention rate: This statistic works well if you’re in a management position with a tight-knit group. That means your leadership has a direct effect on how many customer service reps leave or stay.
• Resolution rate: By showing a percentage of solved cases, you demonstrate your effective problem-solving skills and care for the customer.
• Customer effort score: This shows how much effort it took to get an issue resolved. Less effort means you’re easier to work with and more effective, which is why a low CES score is useful to add to your resume.
• Customer/employee numbers: Providing the number of teammates, employees, or customers you’ve helped or served is a great way to show your capability in helping large volumes of people.

Now that you know what kind of metrics to include, below are some examples of how you can use them in practice. If you have trouble calculating some of the aforementioned metrics,  HelpCrunch  or  Kustomer  have some helpful formulas. 

• Assisted over 250 patrons with technological questions monthly with a consistent 86 CSAT score based on interactions
• Extended the client base through positive, empathetic communication, resulting in a net promoter score of over 50
• Led a group of 20 employees through conflict resolution training, and updated onboarding processes that improved employee retention by 23%

Tip 4: Customize your customer service resume for the job 

Just as every company is different, no customer service position is identical. So, why would you submit the same resume for multiple customer service job applications? Tailoring your resume shows you have researched the job and helps corroborate your candidacy.

Check the following list for advice on how to customize sections of your resume:

• Mention the company by name and what you hope to accomplish. Check the “job details” section of the job description to see what the company hopes to achieve, whether it’s boosting customer loyalty or increasing customer satisfaction.
• Many customer service jobs require similar skills, but that doesn’t mean your skills should stay stale. Check the job description’s qualifications to scan for skill keywords to use. Keep it under 10 to avoid being excessive.
• Include the job description requirements in your resume as much as you can. If the job description says they’re looking for someone who will “standardize quality customer service through positive customer interactions,” mimic that wording on your resume to describe your past achievements. This helps make your resume ATS-friendly while highlighting your skills.
• No matter the customer service role you’re seeking, there are many ways to  write your resume  so that it’s relevant and unique to every application:

Customer service resume

• All of these are good ways to customize your job description points.
• Include a concise objective that mentions the company by name, and highlight why you’re qualified for the job.
• Have you assisted large volumes of customers or boosted overall customer numbers? Have you increased efficiency or used specific software discussed in the job description? 

Customer service rep resume

• Outcomes like increased sales or error reductions are great metrics to include.
• Highlight skills like empathy, friendliness, and negotiation in your skills section and job description bullets.
• Include your goals for your interactions with customers, like “established lasting relationships” to draw attention to your interpersonal skills.

Customer service manager resume 

• Use verbs like “directed,” “led,” or “modeled” to demonstrate productive leadership.
• Include a summary to showcase the success of your career so far and what you can bring to your new job.

Entry-level customer service resume

• For example, if you were a lab assistant, you had to be highly organized and a great problem-solver, which would work well in a customer service resume.
• Stress your ability to work well with people—include any courses,  extracurricular projects , or volunteer efforts where you interacted with people consistently. 

Retail customer service resume

• Include past experience where you solved problems, troubleshot issues, or resolved disagreements.
• Anything relating to product management would be an excellent addition—think of past jobs that dealt with marketing or sales, especially if you can provide metrics like increased revenue or reaching sales targets.

Customer success manager resume

• CSMs must be able to see trouble coming and steer clear, so include responsibilities where you proactively and positively improved the customer’s experience.
• Resilience and tenacity are two core elements of the customer success journey, so long-term projects and goals are solid additions to prove you’re willing to spend the time to get something done right. 

Bilingual customer support resume

• Include all languages in which you’re fluent in the skills section. Also, make sure to highlight your bilingual (or multilingual) abilities in your objective or summary.
• Mention how you improved your customer service strategies or practices as this will show you actively make customer experiences better for everyone.

Customer service consultant resume

• CSCs are also great advocates for both the customer and the company. They see things from both the customer’s perspective and the company’s, so keep your resume balanced between your advancements for the company and your success with customers.

The keys to your customer service resume

Resumes are your first impression, so it’s important you make a good one. By taking the extra time to customize and adjust your customer service resume, you’ll catch the eye of hiring managers. With your list of relevant skills, professional formatting, specific job metrics, and customized additions, your resume is sure to stand out from the competition.

Upload your resume to our  resume checker  to see if your resume meets our AI-powered recommendations. If you’re starting from scratch, use our  resume builder , which allows you to create resumes from the ground up with helpful hints and tools from BeamJobs. If you’ve made it this far, it’s safe to say you’re well on your way to crushing your customer service resume!

• Capital Markets
• Global Asset Management

Search jobs > Brampton, ON > Part-time > Customer service representative

Customer Service Representative

Application Deadline :

04 / 24 / 2024

Address : 9990 Airport Road

9990 Airport Road

Job Family Group :

Retail Banking Sales & Service

Delivers exceptional service to BMO customers and prospects. Identifies customer needs and provides advice and guidance regarding financial solutions that are in the best interests of customers.

Works collaboratively within the branch and with BMO partners to deliver the desired customer experience and achieve overall business objectives.

• Identifies customer needs and initiates referrals to BMO colleagues.
• Supports customer requests for banking services, including handling transactions and supporting customers who walk into the branch.
• Welcomes customers warmly and meets their banking service and transactional needs with seamless execution.
• Offers advice and guidance on available digital and self-serve options with the goal of making it easy, simple, and fast to bank with BMO.
• Reviews customer profiles and engages customers in a needs-based conversation to identify potential opportunities and address everyday banking plans and credit card needs.
• Contributes to meeting branch business results and the customer experience.
• Supports operational activities (e.g. inventory management, escalated service requests, following up on customer applications, filing, opening and closing activities).
• Manages, loads, and reconciles cash transactions between treasury and various branch units (e.g. CRU).
• Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service level agreements.
• Acts as a key member of a collaborative and versatile branch and market team.
• Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic advice.
• Organizes work information to ensure accuracy and completeness.
• Takes the initiative to find creative approaches that make each customer's experience feel personal.
• Looks for ways to contribute to the ongoing improvement of the overall branch customer experience.
• Contributes to business results and the overall experience delivered in the branch.
• May work at multiple branches based on market needs; work schedule may differ from week to week in terms of days worked, hours, and shifts.
• Follows through on risk and compliance processes and policies to ensure we safeguard our customers' assets, maintain their privacy, and act in their best interest.
• Keeps current with the wider financial services marketplace, the legal and regulatory environment, and our commitment to uphold the highest ethical requirements of our industry.
• Maintains current knowledge of personal banking products, practices, and trends and integrates into customer conversations.
• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
• Complies with legal and regulatory requirements for the jurisdiction.
• Protects the Bank's assets in compliance with all regulatory, legal, and ethical requirements.
• Completes standardized tasks under supervision.
• Performs initial problem solving within given rules / limits & escalates when required.
• Broader work or accountabilities may be assigned as needed.

Qualifications :

• No prior experience necessary; post-secondary degree or certification in related field of study is desirable.
• High-level knowledge of personal, commercial and partner offers, and how each can best serve customers' individual needs.
• Confident and experienced in the use of social media, tablets, smart phones, online tools, and applications.
• Highly skilled at helping people who don't find digital applications intuitive to gain confidence in how to use them and to understand their benefits.
• Projects a professional presence.
• Basic knowledge of specialized sales and business banking solutions to refer to specialists.
• Passionate commitment to helping customers.
• A focus on delivering a personal experience to customers.
• Resourceful self-starter with courage and confidence to approach customers.
• Readiness to collaborate and work in different capacities as part of a team.
• Strong interpersonal skills, including the ability to build rapport and connections with customers.
• An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.
• Basic knowledge learned on the job.
• Verbal & written communication skills - Basic (in business environment).
• Organization skills - Basic (in business environment).
• Collaboration & team skills - Basic (in business environment).

Compensation and Benefits :

$33,850.00 - $44,000.00

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

We're here to help

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.

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