Associate Banker

Bank of Montreal•San Jose, CA

About The Position

The Associate Banker delivers exceptional service to BMO customers and prospects, identifying their needs and providing advice and guidance on financial solutions in their best interests. Working collaboratively with branch colleagues and BMO partners, the role contributes to business objectives and a strong customer experience, including identifying referrals that can grow customers’ relationships with BMO beyond personal banking. The Associate Banker welcomes and guides customers in the branch lobby, helps them use digital and self-service options, and conducts conversations about banking services, personal banking, and investment advice. The role meets transaction needs, reviews customer profiles, discusses everyday banking plans and credit card needs, and incorporates relevant promotions into needs-based conversations. It also supports branch operations, including inventory management, escalated service requests, application follow-up, filing, and opening and closing activities. The position follows risk and compliance processes, protects customer assets and privacy, maintains knowledge of personal banking products and the financial services marketplace, and reports suspicious activity that may relate to money laundering. Work may take place at multiple branches or through different channels, and schedules may vary from week to week in days, hours, and shifts. Bilingual English and Vietnamese language ability is preferred.

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.
Some experience in consultative customer service or sales, with a drive to deliver a personal customer experience.
Confident and experienced using social media, tablets, smartphones, online tools, and applications.
Basic knowledge of specialized sales and business banking solutions sufficient to refer customers to specialists.
Passion for helping customers and delivering a personal customer experience.
Results focus and ability to thrive in a consultative sales and team-based environment.
Resourceful self-starter with the confidence to approach customers.
Ability 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 adaptability skills, including responding flexibly and creatively to new challenges.
Basic specialized knowledge.
Good verbal and written communication skills.
Good organizational skills.
Good collaboration and teamwork skills.
Good analytical and problem-solving skills.
For Canada, registration to sell investment products must be completed or in progress, and completed within 12 months, as appropriate for the jurisdiction.

Nice To Haves

Bilingual ability in English and Vietnamese is preferred.

Responsibilities

Deliver exceptional service to customers and prospects and provide advice on financial solutions in customers’ best interests.
Welcome and guide customers in the branch lobby, and advise them about digital and self-service banking options.
Conduct customer conversations about banking services and recommend appropriate banking channels, personal banking options, and investment advice.
Meet customer transaction needs with seamless execution.
Review customer profiles and discuss everyday banking plans, credit card needs, and potential opportunities.
Identify referral opportunities and collaborate with BMO partners to grow customer relationships beyond personal banking.
Integrate relevant marketing promotions and programs into customer conversations.
Contribute to branch business results and the customer experience.
Support branch operations, including inventory management, escalated service requests, customer application follow-up, filing, and opening and closing activities.
Organize work information to ensure accuracy and completeness, and seek ways to improve the customer experience.
Follow risk and compliance policies and processes to safeguard customer assets, maintain privacy, and act in customers’ best interests.
Keep current with financial services, legal and regulatory requirements, and personal banking products, practices, and trends.
Identify and report suspicious patterns of activity suspected to be related to money laundering.
Protect the Bank’s assets and comply with applicable regulatory, legal, ethical, and risk-management requirements.
Analyze issues, determine next steps, and escalate as required.
Work across branches or channels as market needs require.