Personal Banker Associate

BMO•Calgary, AB

1d•CA$36,000 - CA$54,500•Onsite

About The Position

The Personal Banker Associate delivers exceptional service to BMO customers and prospects. They identify customer needs and provide advice and guidance regarding financial solutions that are in the best interests of customers. This role works collaboratively within the branch and through various channels with BMO partners to deliver the desired customer experience and achieve overall business objectives. The associate also collaborates with BMO partners to identify referral opportunities that further grow the customer’s relationship with BMO beyond personal banking. They welcome and guide customers as they walk into the branch lobby, offering advice and guidance on available digital and self-serve options with the goal of making it easy, simple, and fast to bank with BMO. As a lobby leader, they assist in conducting client conversations about banking services to recommend alternative banking channels and provide personal banking and investment advice. They meet customer transaction-based needs with seamless execution, review customer profiles, and engage customers in a needs-based conversation to identify potential opportunities and address everyday banking plans and credit card needs. The role contributes to meeting branch business results and the customer experience, and supports operational activities such as inventory management, escalated service requests, following up on customer applications, filing, and opening and closing activities. The Personal Banker Associate acts as a key member of a collaborative and versatile branch and market team, probes to understand customer personal banking and credit card needs, and integrates marketing promotions and programs into customer conversations to provide strategic advice. They organize work information to ensure accuracy and completeness, take the initiative to find creative approaches that make each customer’s experience feel personal, and look for ways to contribute to the ongoing improvement of the overall customer experience. They may work at multiple branches or through various channels based on market needs, and their work schedule may differ from week to week in terms of days worked, hours, and shifts. The role follows through on risk and compliance processes and policies to ensure the safeguarding of customers’ assets, privacy, and acting in their best interest. They keep current with the wider financial services marketplace, the legal and regulatory environment, and uphold the highest ethical requirements of the industry. They maintain current knowledge of personal banking products, practices, and trends and integrate them into customer conversations. They identify and report suspicious patterns of activity that are suspected to be related to money laundering and comply with legal and regulatory requirements for the jurisdiction. They protect the Bank's assets in compliance with all regulatory, legal, and ethical requirements. They complete complex & diverse tasks within given rules/limits, analyze issues and determine next steps, and escalate as required. Broader work or accountabilities may be assigned as needed. They take measured risks while protecting the bank by applying the Risk Management Framework in the execution of their role, in line with the Risk Culture and within the approved Risk Appetite, making sound and risk-informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents, laws, and regulations.

Requirements

Typically between 1 – 2 years of relevant experience and/or certification in related field of study desirable or an equivalent combination of education and experience.
Canada only: Registration to sell investment products completed or in progress (must be completed within 12 months) - as appropriate for the jurisdiction.
Confident and experienced in the use of social media, tablets, Smart phones, online tools, and applications.
Some experience in a consultative customer service or sales roles, with a drive to deliver a personal customer experience.
Basic knowledge of specialized sales and business banking solutions to refer to specialists.
Passionate commitment to helping customers.
Drive to deliver a personal customer experience.
A focus on results and the ability to thrive in a consultative sales and team-based environment.
Resourceful self-starter with courage and 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.
An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.
Basic specialized knowledge.
Verbal & written communication skills - Good.
Organization skills - Good.
Collaboration & team skills - Good.
Analytical and problem solving skills - Good.

Responsibilities

Delivers exceptional service to BMO customers and prospects.
Identifies customer needs and provides advice and guidance regarding financial solutions.
Works collaboratively within the branch and through various channels with BMO partners.
Identifies referral opportunities that further grow the customer’s relationship with BMO.
Welcomes and guides customers as they walk into the branch lobby.
Offers advice and guidance on available digital and self-serve options.
Assists in conducting client conversations about banking services to recommend alternative banking channels and provide personal banking and investment advice.
Meets customer transaction-based needs with seamless execution.
Reviews customer profiles and engages customers in a needs-based conversation.
Contributes to meeting branch business results and the customer experience.
Supports operational activities (e.g. inventory management, escalated service requests, following up on customer applications, filing, opening and closing activities).
Acts as a key member of a collaborative and versatile branch and market team.
Probes to understand customer personal banking and credit card needs.
Integrates marketing promotions and programs into customer conversations to provide strategic advice.
Organizes work information to ensure accuracy and completeness.
Takes the initiative to find creative approaches that make each customer’s experience feel personal.
Looks for ways to contribute to the ongoing improvement of the overall customer experience.
Follows through on risk and compliance processes and policies.
Keeps current with the wider financial services marketplace, the legal and regulatory environment, and ethical requirements.
Maintains current knowledge of personal banking products, practices, and trends.
Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
Complies with legal and regulatory requirements for the jurisdiction.
Protects the Bank's assets in compliance with all regulatory, legal, and ethical requirements.
Completes complex & diverse tasks within given rules/limits.
Analyzes issues and determines next steps; escalates as required.
Takes measured risks while protecting the bank by applying our Risk Management Framework.