Associate Banker

Bank of Montreal•San Diego, CA

10d

About The Position

The Associate Banker delivers exceptional service to BMO customers and prospects by identifying customer needs and providing guidance on suitable financial solutions. Working collaboratively across the branch and with BMO partners, the role supports a positive customer experience and branch business objectives, including identifying referrals that can broaden customers’ relationships with BMO. The position welcomes customers in the branch, helps them use digital and self-service banking options, conducts conversations about banking services, and meets transaction-based needs. It reviews customer profiles, discusses everyday banking and credit card needs, incorporates relevant promotions, and refers customers to specialists when appropriate. The Associate Banker also supports branch operations and contributes to improving the customer experience. The role follows risk and compliance policies, protects customer privacy and bank assets, keeps current with personal banking products and the regulatory environment, and identifies and reports suspicious activity. Work may take place at multiple branches or through different channels according to market needs; schedules may vary from week to week.

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, with a commitment to delivering a personal customer experience.
Confident and experienced use of social media, tablets, smartphones, online tools, and applications.
Basic knowledge of specialized sales and business banking solutions to refer customers to specialists.
Strong interpersonal skills and the ability to build rapport and connections with customers.
Listening, problem-solving, and the ability to respond flexibly and creatively to challenges.
Ability to work in a consultative sales and team-based environment and contribute to results.
Resourcefulness and confidence approaching customers, with readiness to collaborate in different team capacities.
Good verbal and written communication, organization, collaboration and teamwork, analytical, and problem-solving skills.
For Canada only, registration to sell investment products must be completed or in progress, and completed within 12 months where appropriate for the jurisdiction.

Responsibilities

Deliver exceptional service to BMO customers and prospects by identifying needs and recommending financial solutions in customers’ best interests.
Collaborate with branch colleagues and BMO partners to provide a strong customer experience, meet business objectives, and identify referral opportunities.
Welcome and guide customers in the branch lobby and explain digital and self-service banking options.
Discuss banking services and recommend appropriate channels, personal banking advice, and investment advice.
Complete customer transactions seamlessly and review customer profiles to identify everyday banking and credit card needs.
Incorporate marketing promotions and programs into customer conversations and refer customers to specialists when appropriate.
Support operational activities, including inventory management, escalated service requests, application follow-ups, filing, and branch opening and closing activities.
Organize work information accurately and completely, and take initiative to personalize and improve the customer experience.
Follow risk and compliance processes and policies, protect customer privacy and bank assets, and comply with legal, regulatory, and ethical requirements.
Keep current with the financial services marketplace, regulatory environment, and personal banking products, practices, and trends.
Identify and report suspicious patterns of activity suspected to be related to money laundering.
Apply the Risk Management Framework and make sound, risk-informed decisions within approved policies and risk appetite.
Complete complex and diverse tasks within established rules and limits, determine next steps, and escalate issues as required.