Financial Center Manager I

BMO • Vallejo, CA

1d • $90,000 - $180,000

About The Position

The Financial Center Manager I guides, directs, and coaches branch employees to deliver exceptional service to BMO customers and prospects. The manager identifies customer needs, advises on products and strategies suited to their financial objectives, makes referrals to other business groups, and supports sales and service activities to achieve customer experience and profitability goals while complying with legal and regulatory requirements and Bank policies.

The role develops and executes branch business plans to grow the business, increase wallet share, acquire and retain customers, and achieve sales, service, and customer satisfaction goals. It builds community relationships and referral networks, manages key customer relationships, collaborates with internal stakeholders, and monitors branch performance. The manager leads implementation of sales and service initiatives, programs, products, and processes; supports employee training and development; manages operating expenses; and resolves complex customer issues.

The manager fosters a culture aligned with BMO’s purpose, values, diversity, and inclusion. The position also applies the Bank’s Risk Management Framework, protects confidential information, reports suspicious activity potentially related to money laundering, and complies with applicable laws, regulations, policies, and procedures.

In the U.S., this position acts as an originator of consumer loans and requires Federal registration with the Nationwide Mortgage Licensing System and Registry. A criminal background review and credit history evaluation are required, along with restrictions on performing in a real estate agent capacity.

Requirements

• Typically 5–7 years of relevant experience and a post-secondary degree in a related field, or an equivalent combination of education and experience.
• Previous supervisory or management experience.
• In-depth knowledge of retail banking products and services.
• In-depth knowledge of the competitive marketplace and product offering trends.
• In-depth knowledge of branch operational processes and policies.
• In-depth knowledge of branch technologies, processes, and performance metrics.
• In-depth knowledge of applicable regulations, audit standards, and related policies, procedures, and directives.
• Deep knowledge and technical proficiency gained through extensive education and business experience.
• In-depth verbal and written communication skills.
• In-depth collaboration and team skills.
• In-depth analytical and problem-solving skills.
• In-depth influence skills.
• In-depth data-driven decision-making skills.
• For the U.S. role, Federal registration with the Nationwide Mortgage Licensing System and Registry is required; the Bank will provide instructions on registration requirements.
• For the U.S. role, a criminal background review and credit history evaluation are required, and restrictions apply to performing in a real estate agent capacity.

Responsibilities

• Guide, direct, and coach branch employees to deliver exceptional customer service and meet sales and service goals.
• Understand customer needs and provide advice on products and strategies that support their financial objectives.
• Identify and make referrals to other business groups and collaborate to improve share of wallet, acquire customers, and provide full financial services.
• Develop and execute a branch business plan to maximize growth, wallet share, customer acquisition, and retention.
• Create business development strategies, including collaboration with BMO partners, to grow revenues, sales, and customer satisfaction while minimizing operating losses.
• Conduct cold calls to prospective customers and develop new customer relationships.
• Build and maintain a community network, strengthen the Bank’s visibility, generate referrals, and participate in community activities.
• Maintain high-touch relationships with key branch customers and prospects.
• Resolve customer issues and complex or unresolved situations, or escalate them to the next higher manager as appropriate.
• Monitor sales and service performance against plans, identify gaps and best practices, and implement action plans.
• Lead and coordinate the implementation of new programs, products, processes, and national or regional sales and service initiatives.
• Monitor service request and problem resolution processes for adherence to national standards.
• Provide technical training and support to branch employees and recommend improvements to operational and sales effectiveness.
• Plan and control unit operating expenses in accordance with forecasts.
• Communicate goals, plans, and assignments and manage transactional outcomes for customer calls or refer them to appropriate internal groups.
• Support development of strategic plans, determine business priorities, and implement, review, and revise work plans.
• Analyze business issues and data, identify emerging issues and trends, and provide insights, recommendations, and solutions.
• Build effective relationships with internal and external stakeholders and ensure alignment among stakeholders.
• Maintain current knowledge of personal banking and credit card industries, practices, and trends and integrate relevant information into customer conversations.
• Maintain confidentiality of customer and Bank information.
• Identify and report suspicious patterns of activity suspected to be related to money laundering.
• Comply with applicable legal and regulatory requirements, audit standards, and Bank policies and procedures.
• Apply the Risk Management Framework and make sound, risk-informed decisions consistent with business strategy and approved risk appetite.

Benefits

• Health insurance
• Tuition reimbursement
• Accident insurance
• Life insurance
• Retirement savings plans
• May include performance-based incentives, discretionary bonuses, and other perks and rewards, depending on the pay type

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree