Retail Relationship Banker

Bank of Montreal•San Jose, CA

About The Position

Delivers exceptional service to BMO customers and prospects by identifying their needs and providing advice and guidance on financial solutions that are in their 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 existing customers and prospects through needs-based assessments to grow loyalty and identify immediate and future opportunities. Recommends tailored solutions for everyday banking, retail investments, lending, home financing (including business-for-self applications), and small business needs. Helps customers use digital and self-service options, supports transaction needs according to customer traffic, and builds community relationships by reaching out and generating appointments. The role contributes to business results and ongoing improvements in the customer experience while following risk-management, lending, compliance, privacy, and regulatory requirements. It may involve working at multiple branches or through different channels as market needs require. Work schedules may vary from week to week in days, hours, and shifts.

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 investments and lending products.
Confident and experienced using social media, tablets, smartphones, online tools, and applications.
Experience in a consultative customer-service or sales role.
Strong commitment to helping customers and delivering a personal customer experience.
Results focus and ability to thrive in a consultative sales and team-based environment.
Resourcefulness and confidence approaching 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 in responding to new challenges.
Good verbal and written communication, organization, collaboration and teamwork, and analytical and problem-solving skills.
For U.S. positions: Federal registration with the Nationwide Mortgage Licensing System and Registry is required; a criminal background review and credit history evaluation are also required, along with restrictions on performing in a real estate agent capacity.

Nice To Haves

Experience in financial services is an asset.
For Canada positions, registration to sell investment products completed, as appropriate for the jurisdiction.

Responsibilities

Deliver exceptional service and needs-based financial advice to customers and prospects.
Conduct customer needs 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 and efficiently.
Support customer transactions based on branch traffic.
Reach out to customers and prospects, generate appointments, and build relationships in the community.
Address questions and resolve issues identified through consumer credit audits and quality checks, ensuring accurate data entry and compliant lending recommendations.
Apply the risk-management framework to lending portfolios and make personal lending credit recommendations in accordance with sound credit principles and Bank policies.
Collaborate with branch and market teams and contribute to business results and improvements to the customer experience.
Integrate relevant marketing promotions and programs into customer conversations.
Organize work information to ensure accuracy and completeness, analyze issues, and determine next steps, including handling escalations when needed.
Follow risk, compliance, privacy, and legal processes; safeguard customer and Bank assets; and report suspicious activity potentially related to money laundering.
Keep current with the financial services marketplace, regulatory environment, personal banking products, practices, and trends.
Work across branches or channels as market needs require; schedules may vary by week.