Personal Banking Associate

BMO•Matane, QC

10d•Onsite

About The Position

The Personal Banking Associate delivers exceptional service to BMO customers and prospects, identifying their needs and providing advice on financial solutions. This role involves collaborating within the branch and with BMO partners to enhance the customer experience and achieve business objectives, including identifying referral opportunities beyond personal banking. The associate welcomes and guides customers in the branch lobby, advising on digital and self-serve options, and conducts conversations about banking services, personal banking, and investment advice. They handle customer transaction needs, review profiles for opportunities, and address everyday banking and credit card requirements. The role contributes to branch business results and customer experience, supports operational activities like inventory management and service requests, and acts as a key member of a collaborative team. They integrate marketing promotions into customer conversations, ensure accuracy and completeness of work, and strive to personalize each customer's experience. The associate may work at multiple branches or channels with varying schedules. They are responsible for following risk and compliance processes, safeguarding customer assets, maintaining privacy, and acting in the customer's best interest. This includes staying current with financial services, legal/regulatory environments, ethical requirements, and personal banking products/trends. They must identify and report suspicious activity related to money laundering, comply with legal/regulatory requirements, and protect Bank assets. The role involves completing complex tasks, analyzing issues, and escalating as needed, while applying the Risk Management Framework.

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 that are in the best interests of customers
Works collaboratively within the branch and through various channels with BMO partners to deliver the desired customer experience and achieve overall business objectives
Collaborates with BMO partners to identify referral opportunities that further grow the customer’s relationship with BMO beyond personal banking
Welcomes and guides customers as they walk into the branch lobby, and offers 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, 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 to identify potential opportunities and address everyday banking plans and credit card needs
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 and 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
Contributes to business results and the overall experience delivered
May work at multiple branches or through various channels based on market needs; work schedule may differ from week to week in terms of days worked, hours, and shifts
Follows through on risk and compliance processes and policies to ensure we safeguard our customers’ assets, maintain their privacy, and act in their best interest
Keeps current with the wider financial services marketplace, the legal and regulatory environment, and our commitment to uphold the highest ethical requirements of our industry
Maintains current knowledge of personal banking products, practices, and trends and integrates into customer conversations
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
Applies our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations