Retail Relationship Banker

Bank of Montreal•HB Channahon, IL

About The Position

Delivers exceptional service to BMO customers and prospects by understanding their needs and providing guidance on financial solutions in customers’ best interests. Works collaboratively with branch colleagues and BMO partners to create a positive customer experience, meet business objectives, and identify referral opportunities that expand customer relationships beyond personal banking. Welcomes customers in the branch lobby, helps them use digital and self-service channels, and discusses banking services, personal banking, and investment options. Meets transaction needs and holds needs-based conversations about everyday banking plans and credit cards. Contributes to branch business results and customer experience while supporting operational activities such as inventory management, escalated service requests, application follow-up, filing, and branch opening and closing. May work at multiple branches or through different channels, and the schedule may vary from week to week in days, hours, and shifts. Follows risk and compliance policies to safeguard customer assets and privacy and act in customers’ best interests. Maintains knowledge of financial services, regulatory requirements, personal banking products, practices, and trends; identifies and reports suspected money-laundering activity; and protects bank assets. Applies BMO’s Risk Management Framework and makes sound, risk-informed decisions. Other duties may be assigned as needed.

Requirements

Typically 1–2 years of relevant experience and/or certification in a related field, or an equivalent combination of education and experience.
Some experience in a consultative customer service or sales role.
Confident and experienced in using social media, tablets, smartphones, online tools, and applications.
Passionate commitment to helping customers and delivering a personal customer experience.
Results-focused and able to thrive in a consultative sales and team-based environment.
Resourceful self-starter with the courage and confidence to approach customers.
Able to collaborate and work in different capacities as part of a team.
Strong interpersonal skills and the ability to build rapport and connections with customers.
Listening, problem-solving, and flexible, creative response skills.
Basic knowledge of specialized sales and business banking solutions sufficient to refer customers to specialists.
Good verbal and written communication skills.
Good organization skills.
Good collaboration and teamwork skills.
Good analytical and problem-solving skills.
For Canada: registration to sell investment products must be completed or in progress, and completed within 12 months, as appropriate for the jurisdiction.

Nice To Haves

Certification in a related field of study is desirable.
Basic specialized knowledge.

Responsibilities

Deliver exceptional service and financial guidance to customers and prospects based on their needs and best interests.
Welcome and guide customers in the branch lobby, including advising them on digital and self-service banking options.
Conduct customer conversations about banking services and recommend suitable banking channels, personal banking, and investment advice.
Complete customer transactions seamlessly and discuss everyday banking plans and credit card needs.
Collaborate with branch colleagues and BMO partners, including identifying referrals that can grow customer relationships.
Contribute to branch business results and the customer experience.
Support operational activities, including inventory management, escalated service requests, customer application follow-up, filing, and opening and closing activities.
Incorporate relevant marketing promotions and programs into customer conversations.
Organize work information accurately and completely, and seek ways to improve the customer experience.
Follow risk management, compliance, legal, regulatory, privacy, and ethical requirements to safeguard customer and bank assets.
Keep current with financial services developments, the legal and regulatory environment, and personal banking products, practices, and trends.
Identify and report suspicious activity that may be related to money laundering.
Make sound, risk-informed decisions within approved policies and the bank’s Risk Appetite; escalate issues as required.
Work at multiple branches or through different channels as market needs require.