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. 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 re