Retail Relationship Banker

Bank of Montreal•Milwaukee, WI

18d

About The Position

Delivers exceptional service to BMO customers and prospects by identifying their needs and providing advice and guidance on financial solutions in customers’ best interests. Works collaboratively within the branch and with BMO partners across channels to create a strong customer experience and achieve business objectives. Proactively engages current and prospective customers through needs-based assessments, recommends tailored banking, investment, lending, home-financing, and small-business solutions, and explains digital and self-service options. Supports customer transactions according to branch traffic and grows business by reaching out, generating appointments, and building community relationships. The role makes personal lending credit recommendations, including for home financing, and helps maintain a high-quality lending portfolio while following the bank’s risk framework, lending policies, and legal and regulatory requirements. It contributes to a collaborative branch and market team, supports continuous improvement in customer experience, and completes complex and varied tasks, including escalations. Work may take place at multiple branches or through different channels as market needs require; schedules may vary from week to week in days, hours, and shifts. The position requires maintaining current knowledge of banking products, practices, trends, and the financial-services regulatory environment; safeguarding customer assets and privacy; and identifying and reporting suspicious activity potentially related to money laundering. In the U.S., the role acts as a consumer-loan originator and requires federal registration with the Nationwide Mortgage Licensing System and Registry. The bank will provide instructions on registration requirements. A criminal background review and credit history evaluation are required, and restrictions apply to performing in a real-estate-agent capacity. BMO describes its purpose as “Boldly Grow the Good in business and life” and says it supports employees through training and coaching, manager support, and network-building opportunities. The company is an equal employment opportunity employer and provides reasonable accommodations to individuals with disabilities.

Requirements

Typically 2–3 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.
Working knowledge of personal and small-business customer needs and solutions.
Working knowledge of retail investment and lending products.
Experience in a consultative customer-service or sales role.
Confident and experienced in using social media, tablets, smartphones, online tools, and applications.
Strong commitment to helping customers and delivering a personal customer experience.
Ability to thrive in a consultative sales and team-based environment and focus on results.
Resourcefulness and confidence to approach customers.
Ability to collaborate and work in different capacities as part of a team.
Strong interpersonal skills and ability to build rapport and connections with customers.
Listening, problem-solving, flexibility, and creativity when responding to new challenges.
Good verbal and written communication skills.
Good organization skills.
Good collaboration and teamwork skills.
Good analytical and problem-solving skills.
U.S. only: Federal registration with the Nationwide Mortgage Licensing System and Registry is required; the bank will instruct the employee on registration requirements.
U.S. only: Criminal background review and credit history evaluation are required, and restrictions apply to performing in a real-estate-agent capacity.

Nice To Haves

Experience in financial services is an asset.
Canada only: Registration to sell investment products completed, as appropriate for the jurisdiction.

Responsibilities

Deliver exceptional service to customers and prospects and provide needs-based advice on appropriate financial solutions.
Conduct needs assessments and recommend tailored everyday banking, investment, lending, home-financing, and small-business solutions.
Explain digital and self-service banking options to customers.
Support customer transactions based on customer traffic.
Reach out to customers and prospects, generate appointments, and build relationships in the community.
Address questions and resolve issues raised through consumer credit audits and quality checks; support accurate data entry and compliant lending recommendations.
Apply the risk management framework to protect bank assets and maintain lending portfolio quality.
Make credit recommendations for personal lending transactions, including home financing, in accordance with credit principles and bank policies.
Collaborate as a member of branch and market teams and contribute to business results and customer experience.
Integrate relevant marketing promotions and programs into customer conversations.
Organize work information to ensure accuracy and completeness, and seek creative ways to personalize and improve customer experiences.
Follow risk, compliance, privacy, legal, and regulatory processes and policies.
Maintain current knowledge of financial-services regulations and personal banking products, practices, and trends.
Identify and report suspicious activity patterns potentially related to money laundering.
Complete complex and diverse tasks within established rules and limits, including handling escalations from other employees.
Make sound, risk-informed decisions consistent with business strategy, approved risk appetite, and applicable policies and laws.