Associate Banker

BMO•Long Beach, CA

1d•Onsite

About The Position

Understands customer needs and provides credit and lending-related sales and service to BMO customers or prospects. Advises customers on lending/credit strategies and products that meet their objectives. Fulfills sales and service activities for the customer in accordance with approved procedures. Identifies and makes referrals to other business groups as needed. Integrates marketing promotions and programs into customer conversations when appropriate. Delivers exceptional customer service that builds trust through expertise, providing responsive service and support. Probes to understand customer needs and provides advice related to personal banking and lending strategies in the best interests of the customer. Contacts the customer to obtain the necessary information to manage their application and ensure the customer is aware at all times of the status/result of the credit application. Stays abreast of consumer needs, industry trends and best practices, and the regulatory environment as it relates to the products and services provided. Handles incoming calls in an informed, professional, and efficient manner. Escalates complex or unresolved customer situations to managers as required. Performs any required activities to ensure customer’s requests are accurately processed. Collaborates with internal and external stakeholders in order to deliver on business objectives. Manages all transactional outcomes of customer calls or refers to appropriate internal business groups. Maintains the confidentiality of customer and Bank information. Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering. Adheres to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing reporting requirements, Financial Consumer Agency of Canada (FCAC) consumer provision requirements and Privacy Act provisions. Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees. Analyzes issues and determines next steps. Broader work or accountabilities may be assigned as needed.

Requirements

Typically between 2 – 3 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.
Knowledge of personal banking products.
Knowledge of competitive marketplace and trends in product offerings.
Knowledge of contact centre operational processes and policies.
Knowledge of call centre technology, processes and metrics.
If a Credit Qualifiable job, Credit Qualifications and associated credit knowledge and skills according to the credit portfolio requirements and qualification standards.
Specialized knowledge.
Verbal & written communication skills - Good.
Organization skills - Good.
Collaboration & team skills - Good.
Analytical and problem solving skills - Good.

Responsibilities

Understands customer needs and provides credit and lending-related sales and service to BMO customers or prospects.
Advises customers on lending/credit strategies and products that meet their objectives.
Fulfills sales and service activities for the customer in accordance with approved procedures.
Identifies and makes referrals to other business groups as needed.
Integrates marketing promotions and programs into customer conversations when appropriate.
Delivers exceptional customer service that builds trust through expertise, providing responsive service and support.
Probes to understand customer needs and provides advice related to personal banking and lending strategies in the best interests of the customer.
Contacts the customer to obtain the necessary information to manage their application and ensure the customer is aware at all times of the status/result of the credit application.
Stays abreast of consumer needs, industry trends and best practices, and the regulatory environment as it relates to the products and services provided.
Handles incoming calls in an informed, professional, and efficient manner.
Escalates complex or unresolved customer situations to managers as required.
Performs any required activities to ensure customer’s requests are accurately processed.
Collaborates with internal and external stakeholders in order to deliver on business objectives.
Manages all transactional outcomes of customer calls or refers to appropriate internal business groups.
Maintains the confidentiality of customer and Bank information.
Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
Adheres to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing reporting requirements, Financial Consumer Agency of Canada (FCAC) consumer provision requirements and Privacy Act provisions.
Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
Analyzes issues and determines next steps.
Broader work or accountabilities may be assigned as needed.