Bilingual Customer Support Analyst

Insight Global is seeking a Customer Support Analyst to support BMO’s Customer Loyalty and Sales Enablement group. This role will play a key part in large-scale transformation initiatives, including AML centralization and ongoing strategy execution, while also contributing to the digital backlog, ensuring consistent execution of customer experience, sales processes, and regulatory initiatives across the network.

Key Responsibilities
• Support the centralization of AML processes, transitioning branch-level workflows into a unified operating model
• Execute on enterprise customer experience and sales enablement strategies across retail banking channels
• Utilize Customer Connect to manage, track, and support customer interactions
• Handle customer-facing conversations, including complex or sensitive interactions (e.g., account exits)
• Contribute to the digital market (d-market) backlog, supporting enhancements to customer and frontline tools
• Participate in ongoing strategy discussions and operational planning sessions
• Ensure compliance with AML, fraud, and regulatory requirements in all customer interactions

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

• Prior experience using BMO Customer Connect OR relative Big Bank experience
• Bilingual (English/French)
• Background in retail banking, ideally within: Branch (AML, fraud, customer connect, advisory) OR Call center / contact center environment
• Strong customer engagement and communication skills, with the ability to navigate difficult conversations
• Proven ability to manage customer relationships while balancing compliance and service

• Experience supporting AML or regulatory transformation initiatives
• Exposure to sales enablement or customer loyalty programs

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.