Associate Banker

Bank of Montreal•HB Sonoma, CA

About The Position

The Associate Banker delivers exceptional service to BMO customers and prospects by identifying their needs and providing advice and guidance on suitable financial solutions. Working collaboratively with branch colleagues and BMO partners, the role supports customer experience and business objectives, builds customer relationships, and identifies opportunities to refer customers to other banking services. The Associate Banker welcomes customers in the branch, guides them toward appropriate digital and self-service options, and conducts conversations about personal banking, investments, everyday banking plans, and credit cards. The role handles transaction-based needs and supports branch operations, while contributing to business results and continuous improvement of the customer experience. Work may take place at multiple branches or through different channels depending on market needs, and schedules may vary from week to week. The position follows risk and compliance policies, protects customer and bank assets and privacy, and remains current on financial products, industry practices, and legal and regulatory requirements. It identifies and reports suspicious activity and makes sound, risk-informed decisions in line with BMO's Risk Management Framework and approved Risk Appetite.

Requirements

Typically 1–2 years of relevant experience and/or certification in a related field, or an equivalent combination of education and experience.
Some experience in consultative customer service or sales roles, 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 to make referrals 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.
Resourcefulness and initiative, with 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.
Ability to listen, solve problems, and respond 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.

Responsibilities

Deliver exceptional service to customers and prospects and provide advice and guidance on financial solutions that are in customers’ best interests.
Welcome and guide customers in the branch lobby, explain digital and self-service options, and conduct conversations about banking services and alternative channels.
Understand customer profiles and needs through consultative conversations, including needs related to personal banking, everyday banking plans, credit cards, and investments.
Complete customer transactions seamlessly and identify opportunities to refer customers to BMO partners and specialists.
Contribute to branch business results and customer experience goals.
Support branch operations, including inventory management, escalated service requests, application follow-ups, filing, and opening and closing activities.
Collaborate with branch and market teams, adapting to work across multiple branches or channels as market needs require.
Integrate relevant marketing promotions and programs into customer conversations and provide strategic advice.
Organize work information to ensure accuracy and completeness, and find creative ways to personalize and improve the customer experience.
Follow risk, compliance, privacy, and asset-protection policies and procedures; identify and report suspicious patterns potentially related to money laundering.
Maintain current knowledge of personal banking products, practices, trends, and the financial services marketplace, including applicable legal and regulatory requirements.
Make sound, risk-informed decisions in accordance with BMO's Risk Management Framework, Risk Culture, approved Risk Appetite, policies, and applicable laws and regulations.
Complete complex and diverse tasks within established rules and limits, determine next steps, and escalate issues as needed.
Undertake other broader work or accountabilities as assigned.