Retail Relationship Banker

Bank of Montreal•Santa Ana, CA

About The Position

The Retail Relationship Banker delivers exceptional service to BMO customers and prospects by identifying their needs and recommending financial solutions in their best interests. The role conducts needs-based assessments and provides tailored advice on everyday banking, retail investments, lending, home financing, and small business solutions. It also helps customers use digital and self-service banking options and supports transaction needs based on branch traffic. The banker proactively engages current and prospective customers, generates appointments, and builds relationships in the community to grow customer loyalty and business results. The role makes personal lending credit recommendations, including for home financing, and applies risk-management practices to protect the Bank’s assets and maintain lending portfolio quality. It also follows legal, regulatory, compliance, privacy, and ethical requirements, including identifying and reporting suspicious activity. Working as part of a collaborative branch and market team, the banker contributes to a personal, consistent customer experience, handles complex tasks and escalations within established limits, and may work at multiple branches or through different channels according to market needs. Work schedules may vary from week to week in days, hours, and shifts.

Requirements

Typically 2–3 years of relevant experience.
A post-secondary degree in a related field is desirable, or an equivalent combination of education and experience.
Working knowledge of personal and small business customer needs and solutions.
Working knowledge of retail investment and lending products.
Appropriate lending qualifications and designations.
Experience in a consultative customer service or sales role and a commitment to delivering a personal customer experience.
Confidence and experience using social media, tablets, smartphones, online tools, and applications.
Strong interpersonal skills, including the ability to build rapport and connections with customers.
Ability to listen, solve problems, and respond flexibly and creatively to new challenges.
Resourcefulness, self-direction, courage, and confidence when approaching customers.
Ability to collaborate and work in different capacities as part of a team.
Good verbal and written communication skills.
Good organization skills.
Good collaboration and teamwork skills.
Good analytical and problem-solving skills.
For Canada roles, registration to sell investment products must be completed as appropriate for the jurisdiction.
For U.S. roles, Federal registration with the Nationwide Mortgage Licensing System and Registry is required; a criminal background review and credit history evaluation are also required, and restrictions apply to performing in a real estate agent capacity.

Nice To Haves

Experience in financial services is an asset.
Specialized knowledge.

Responsibilities

Identify customer needs and provide advice and guidance on financial solutions that are in customers’ best interests.
Conduct needs-based assessments and recommend tailored banking, investment, lending, home financing, and small business solutions.
Explain digital and self-service banking options to help customers bank easily, simply, and quickly.
Support customer transaction needs based on customer traffic.
Proactively contact customers and prospects, generate appointments, and build relationships in the community.
Make credit recommendations for personal lending transactions, including home financing, in accordance with credit principles and Bank policies.
Apply risk-management practices to protect Bank assets and maintain lending portfolio quality.
Address questions and resolve issues raised through consumer credit audits and quality checks, ensuring accurate data entry and compliant lending recommendations.
Integrate marketing promotions and programs into customer conversations and provide strategic advice.
Follow risk, compliance, privacy, legal, regulatory, and ethical requirements; identify and report suspicious activity potentially related to money laundering.
Maintain current knowledge of financial services, personal banking products, practices, trends, and the regulatory environment.
Organize work information for accuracy and completeness, analyze issues, and determine next steps, including handling escalations within established limits.
Collaborate with branch and market teams and contribute to ongoing improvements in the customer experience and business results.
Work at multiple branches or through various channels as market needs require.