Retail Relationship Banker

Bank of Montreal•HB Woodruff, WI

7d•$50,000 - $100,000

About The Position

Guides, directs, and coaches branch employees to deliver exceptional service to BMO customers and prospects. Understands customer needs and provides advice on products and strategies that support customers’ financial objectives, while identifying referrals to other business groups. Supports sales and service activities to achieve customer experience, profitability, growth, retention, and acquisition goals in compliance with legal and regulatory requirements and Bank policies. Develops and executes the branch business plan, conducts business development and sales activities, builds referral networks, and maintains strong relationships with key customers and community partners. Monitors branch sales, service, and operating performance; coordinates initiatives and program implementation; supports employee training and development; and helps resolve complex customer situations. Applies sound risk-management practices, protects confidential information, and complies with applicable laws, regulations, and Bank policies. In the U.S., this role originates consumer loans and requires federal registration with the Nationwide Mortgage Licensing System and Registry. A criminal background review and credit history evaluation are required, and restrictions apply to performing in a real estate agent capacity. BMO provides instruction on registration requirements.

Requirements

Typically 4–6 years of relevant experience.
Post-secondary degree in a related field of study, or an equivalent combination of education and experience.
In-depth knowledge of retail banking products and services.
Advanced knowledge of the competitive marketplace and trends in product offerings.
Working knowledge of branch operational processes and policies.
Working knowledge of branch technologies, processes, and performance metrics.
Working knowledge of applicable regulations, audit standards, and related policies, procedures, and directives.
Technical proficiency gained through education and/or business experience.
In-depth verbal and written communication skills.
In-depth collaboration and team skills.
In-depth analytical and problem-solving skills.
In-depth influence skills.
In-depth data-driven decision-making skills.
For U.S. consumer loan origination, federal registration with the Nationwide Mortgage Licensing System and Registry is required; a criminal background review and credit history evaluation are also required.

Nice To Haves

Previous supervisory or management experience.

Responsibilities

Guide, direct, and coach employees to deliver exceptional customer service and support their performance and career development.
Understand customers’ personal banking and credit card needs and advise them on appropriate products, strategies, promotions, and programs.
Identify and make referrals to other business groups.
Develop and execute a branch business plan to maximize growth and wallet share and achieve customer retention and acquisition objectives.
Conduct sales calls, cold calls, and other business development activities; establish a personal referral network and develop new customer relationships.
Develop and maintain community networks and referral sources, support Bank community involvement, and participate in community activities.
Maintain high-touch relationships with key branch customers and prospects.
Resolve customer issues using knowledge of bank services, products, and processes; manage transactional outcomes or refer matters to appropriate internal groups.
Monitor sales and service performance against plans, identify gaps and best practices, and implement action plans to improve results.
Communicate goals, plans, and assignments to achieve financial and customer service objectives.
Lead implementation of new programs, products, processes, and regional or national sales and service initiatives within the branch.
Monitor service request and problem resolution processes for adherence to national standards.
Provide technical training and support to branch employees and recommend improvements to operational and sales effectiveness.
Plan and control unit operating expenses in accordance with forecasts.
Resolve complex or unresolved customer situations or escalate them to the next higher manager.
Maintain current knowledge of personal banking and credit card industries, practices, trends, and competitive offerings.
Build effective relationships with internal and external stakeholders and business partners.
Maintain confidentiality of customer and Bank information; identify and report suspicious activity potentially related to money laundering.
Comply with applicable legal and regulatory requirements, audit standards, policies, procedures, and directives.
Apply the Bank’s Risk Management Framework and make sound, risk-informed decisions that protect assets and align with strategy and approved risk appetite.