Retail Relationship Banker

Bank of Montreal•Turlock, CA

About The Position

Delivers exceptional service to BMO customers and prospects by identifying their needs and providing guidance on financial solutions that serve their best interests. Works collaboratively with branch colleagues and BMO partners across channels to create a positive customer experience and meet business objectives. Proactively engages existing customers and prospects through needs-based assessments, building loyalty and identifying current and future opportunities. Recommends tailored banking, investment, lending, home-financing, and small-business solutions, and helps customers use digital and self-service options. Supports transactions as customer traffic requires and grows business through outreach, appointments, and community relationships. The role also makes personal-lending credit recommendations, including home financing, and applies risk-management and compliance requirements to protect customer assets and the Bank. It maintains accurate information and lending recommendations, follows up on audit and quality-check issues, identifies suspicious activity, and stays current on products, industry practices, and legal and regulatory requirements. The position contributes to ongoing improvements in customer experience and business results, handles complex tasks and escalations within established limits, and may work across multiple branches or channels. Work schedules may vary from week to week in days, hours, and shifts. Typically, the role requires two to three years of relevant experience and a post-secondary degree in a related field, or an equivalent combination of education and experience. Relevant lending qualifications and, in Canada, investment-product registration as appropriate to the jurisdiction are also specified. The position requires consultative customer-service or sales ability, knowledge of personal and small-business banking needs and products, strong interpersonal and problem-solving skills, and comfort using digital tools. In the U.S., the role requires federal registration with the Nationwide Mortgage Licensing System and Registry and includes criminal-background and credit-history reviews.

Requirements

Typically two to three years of relevant experience.
Post-secondary degree in a related field is desirable, or an equivalent combination of education and experience.
Appropriate lending qualifications and designations.
For Canada, completed registration to sell investment products, as appropriate for the jurisdiction.
Working knowledge of personal and small-business customer needs and solutions.
Working knowledge of retail investments and lending products.
Consultative customer-service or sales experience and a drive to deliver a personal customer experience.
Confident use of social media, tablets, smartphones, online tools, and applications.
Strong interpersonal skills and ability to build rapport with customers.
Ability to listen, solve problems, and respond flexibly and creatively to new challenges.
Ability to collaborate and work in different capacities as part of a team.
Resourcefulness and confidence approaching customers; focus on results in a consultative, team-based sales environment.
Good verbal and written communication skills.
Good organization skills.
Good collaboration and teamwork skills.
Good analytical and problem-solving skills.
For the U.S. position, federal registration with the Nationwide Mortgage Licensing System and Registry is required; the Bank will provide instructions on registration requirements.
For the U.S. position, a criminal-background review and credit-history evaluation are required, along with restrictions on performing in a real estate agent capacity.

Nice To Haves

Experience in financial services is an asset.

Responsibilities

Identify customer needs and recommend suitable financial solutions through needs-based assessments.
Build customer loyalty and identify immediate and future opportunities through proactive engagement.
Recommend tailored everyday banking, retail investment, lending, home-financing, and small-business solutions.
Explain digital and self-service banking options to make banking easier for customers.
Support customer transactions according to branch traffic.
Generate appointments and develop new customer relationships through outreach and community engagement.
Address issues raised in consumer credit audits and quality checks, maintaining accurate data and lending recommendations.
Apply the risk-management framework and lending policies to protect Bank assets and maintain portfolio quality.
Make credit recommendations for personal lending, including home financing, in accordance with credit principles and Bank policies.
Collaborate with branch and market teams and contribute to business results and customer experience improvements.
Integrate relevant marketing promotions and programs into customer conversations.
Organize work information to ensure accuracy and completeness.
Follow risk, compliance, privacy, and customer-asset protection processes and policies.
Stay current on financial services, legal and regulatory requirements, banking products, practices, and trends.
Identify and report suspicious activity potentially related to money laundering.
Analyze issues, determine next steps, and handle complex tasks or escalations within established rules and limits.
Work at multiple branches or through different channels as required by market needs.