Associate Banker

Bank of Montreal•Madison, WI

About The Position

The Associate Banker delivers service to BMO customers and prospects by identifying their needs and providing guidance on financial solutions in the customers’ best interests. Working collaboratively with branch colleagues and other BMO partners, the role supports the customer experience and branch business objectives, including identifying opportunities to deepen customer relationships through referrals. The Associate Banker welcomes customers in the branch lobby, guides them toward appropriate digital and self-service options, discusses banking services, and provides personal banking and investment guidance. The role handles transaction-based needs, reviews customer profiles, and conducts needs-based conversations about everyday banking and credit card needs. It also supports branch operations and contributes to a collaborative branch and market team. Work may take place at multiple branches or through different channels; schedules may vary from week to week. The role follows risk, compliance, legal, and regulatory requirements to safeguard customer assets and privacy, identify suspicious activity, and protect the Bank’s assets. It maintains knowledge of personal banking products, practices, trends, and the financial services marketplace, and makes sound, risk-informed decisions within BMO’s policies and approved risk appetite.

Requirements

Typically 1–2 years of relevant experience and/or certification in a related field of study, or an equivalent combination of education and experience.
For Canada, registration to sell investment products must be completed or in progress and completed within 12 months, as appropriate for the jurisdiction.
Confidence and experience using social media, tablets, smartphones, online tools, and applications.
Some experience in consultative customer service or sales roles, with a drive to deliver a personal customer experience.
Basic knowledge of specialized sales and business banking solutions to refer customers to specialists.
Commitment to helping customers and delivering a personal customer experience.
Ability to focus on results and thrive in a consultative sales and team-based environment.
Resourceful self-starter with the courage and confidence to approach customers.
Willingness 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.
Listening, problem-solving, and flexible, creative responses to new challenges.
Good verbal and written communication skills.
Good organization skills.
Good collaboration and team skills.
Good analytical and problem-solving skills.

Responsibilities

Deliver exceptional service to BMO customers and prospects, identifying needs and offering guidance on financial solutions in customers’ best interests.
Collaborate with branch colleagues and BMO partners to deliver the desired customer experience and achieve business objectives.
Identify referral opportunities to grow customers’ relationships with BMO beyond personal banking.
Welcome and guide customers in the branch lobby, and explain relevant digital and self-service options.
Conduct conversations about banking services and recommend alternative banking channels, personal banking options, and investment advice.
Meet customers’ transaction-based needs with seamless execution.
Review customer profiles and conduct needs-based conversations to identify opportunities and address everyday banking and credit card needs.
Support branch business results and customer experience goals.
Support operational activities such as inventory management, escalated service requests, application follow-up, filing, and opening and closing activities.
Integrate marketing promotions and programs into customer conversations and provide strategic advice.
Organize work information to ensure accuracy and completeness, and seek creative ways to personalize and improve the customer experience.
Follow risk and compliance processes and policies to safeguard customer assets, maintain privacy, and act in customers’ best interests.
Keep current with the financial services marketplace, legal and regulatory environment, and personal banking products, practices, and trends.
Identify and report suspicious patterns of activity suspected to be related to money laundering.
Comply with jurisdictional legal and regulatory requirements and protect the Bank’s assets.
Analyze issues, determine next steps, and escalate as required; complete complex and diverse tasks within established rules and limits.
Apply BMO’s Risk Management Framework and make sound, risk-informed decisions aligned with business strategy, applicable requirements, and approved risk appetite.