Personal Banking Associate

BMO•Markham, ON

9d•Onsite

About The Position

The Personal Banking Associate role at BMO involves delivering exceptional service to customers and prospects by identifying their financial needs and providing advice on suitable solutions. This position requires a collaborative approach within the branch and with BMO partners to enhance the customer experience and achieve business objectives, including identifying referral opportunities. Key responsibilities include acting as a lobby leader, guiding customers on digital and self-serve options, and offering personal banking and investment advice. The associate will also handle customer transactions, review profiles for opportunities, and address everyday banking and credit card needs. They are expected to contribute to branch business results, support operational activities, and integrate marketing promotions into customer conversations. The role emphasizes taking initiative to personalize customer experiences and contributing to continuous improvement. Flexibility is required, as the associate may work at multiple branches or through various channels with a variable schedule. Adherence to risk and compliance processes, safeguarding customer assets, maintaining privacy, and upholding ethical industry requirements are paramount. The associate must stay current with financial services, legal, and regulatory environments, as well as personal banking products and trends. Identifying and reporting suspicious activities related to money laundering and protecting the Bank's assets are also critical. The role involves completing complex tasks, analyzing issues, and escalating as needed, all while applying BMO's 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.
Good verbal & written communication skills.
Good organization skills.
Good collaboration & team skills.
Good analytical and problem solving skills.
Must be very details oriented.
Strong problem solving skills.
Always willing to learn.
Need to live and breathe our non-negotiables and be brilliant at the basics and work collaboratively with customers, stakeholders, and partners.

Nice To Haves

Cantonese speaking is an asset

Responsibilities

Deliver exceptional service to BMO customers and prospects.
Identify customer needs and provide advice and guidance regarding financial solutions that are in the best interests of customers.
Work collaboratively within the branch and through various channels with BMO partners to deliver the desired customer experience and achieve overall business objectives.
Collaborate with BMO partners to identify referral opportunities that further grow the customer’s relationship with BMO beyond personal banking.
Welcome and guide 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, assist in conducting client conversations about banking services to recommend alternative banking channels and provide personal banking and investment advice.
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.
Contribute to meeting branch business results and the customer experience.
Support operational activities (e.g. inventory management, escalated service requests, following up on customer applications, filing, opening and closing activities).
Act as a key member of a collaborative and versatile branch and market team.
Probe to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic advice.
Organize work information to ensure accuracy and completeness.
Take the initiative to find creative approaches that make each customer’s experience feel personal.
Look for ways to contribute to the ongoing improvement of the overall customer experience.
Contribute 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.
Follow through on risk and compliance processes and policies to ensure we safeguard our customers’ assets, maintain their privacy, and act in their best interest.
Keep current with the wider financial services marketplace, the legal and regulatory environment, and our commitment to uphold the highest ethical requirements of our industry.
Maintain current knowledge of personal banking products, practices, and trends and integrates into customer conversations.
Identify and report suspicious patterns of activity that are suspected to be related to money laundering.
Comply with legal and regulatory requirements for the jurisdiction.
Protect the Bank's assets in compliance with all regulatory, legal, and ethical requirements.
Complete complex & diverse tasks within given rules/limits.
Analyze issues and determine next steps; escalates as required.
Apply 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.