Retail Relationship Banker

BMO•San Jose, CA

1d•Onsite

About The Position

The Retail Relationship Banker delivers exceptional service to BMO customers and prospects, identifying their needs and providing advice on financial solutions. This role involves collaborative work within the branch and across various channels with BMO partners to ensure a desired customer experience and achieve business objectives. The banker proactively engages with existing customers and prospects through needs-based assessments to foster loyalty and identify immediate or future opportunities. They engage customers to identify financial solutions and preferred banking channels, recommending tailored solutions for everyday banking, retail investments, lending (including home financing and business-for-self applications), and small business needs. The position also involves advising clients on digital and self-serve options for convenient banking, supporting customer transaction needs, and growing BMO’s business by generating appointments and building community relationships. The banker addresses and resolves issues from consumer credit audits, ensures accurate data entry and lending application recommendations, and complies with legal, regulatory, and lending policies. They apply the risk management framework to protect bank assets and maintain lending portfolio quality, making credit recommendations for personal lending and home financing in line with sound credit granting principles. This role is a key part of a collaborative branch and market team, requiring the ability to understand customer personal banking and credit card needs, integrate marketing promotions, and provide strategic advice. The banker is expected to organize work for accuracy, find creative approaches for personalized customer experiences, and contribute to overall customer experience improvement and business results. The role may involve working at multiple branches or through various channels with a flexible work schedule. It requires adherence to risk and compliance processes to safeguard customer assets and privacy, staying current with the financial services marketplace, legal/regulatory environment, and ethical requirements. The banker must maintain knowledge of personal banking products and trends, identify and report suspicious activity related to money laundering, and comply with all legal and regulatory requirements. The position involves protecting bank assets, completing complex tasks, handling escalations, and analyzing issues to determine next steps, all while applying BMO’s Risk Management Framework.

Requirements

Typically between 2 - 3 years of relevant experience.
Canada only: Registration to sell investment products completed - as appropriate for the jurisdiction.
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 in the use of social media, tablets, Smart phones, online tools, and applications.
Experience in a consultative customer service or sales role, with a drive to deliver a personal customer experience.
Passionate commitment to helping our customers.
Drive to deliver a personal customer experience.
A focus on results and the ability to thrive in a consultative sales and team-based environment.
Resourceful self-starter with courage and confidence to approach customers.
Readiness to collaborate and work in different capacities as part of a team.
Strong interpersonal skills, including the ability to build rapport and connections with customers.
An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.
Specialized knowledge.
Verbal & written communication skills - Good.
Organization skills - Good.
Collaboration & team skills - Good.
Analytical and problem solving skills - Good.
U.S. Only: Federal registration with the Nationwide Mortgage Licensing System and Registry.
U.S. Only: A criminal background review and credit history evaluation will be required for this position as well as restrictions on performing in a real estate agent capacity.

Nice To Haves

Bilingual in English and Mandarin Language is preferred.
Post-secondary degree in related field of study desirable.
Experience in financial services is an asset.

Responsibilities

Delivers exceptional service to BMO customers and prospects.
Identifies customer needs and provides advice and guidance regarding financial solutions that are in the best interests of customers.
Works collaboratively within the branch and through various channels with BMO partners to deliver the desired customer experience and achieve overall business objectives.
Takes a lead in proactively engaging with existing customers and prospects by providing needs-based assessments to grow loyalty and identify immediate / future opportunities.
Engages customers to complete needs assessments that identify financial solutions and preferred banking channels while recommending tailored solutions addressing both sales and service needs (e.g. everyday banking, retail investments, lending solutions, home financing (including business-for-self applications)), and small business solutions).
Offers clients advice and guidance on available digital and self-serve options with the goal of making banking easy, simple, and fast.
Supports customer transactions needs based on customer traffic.
Engages customers to grow BMO’s business by reaching out, generating appointments, and building new relationships within the community.
Addresses questions and resolves issues raised through consumer credit audits and quality checks to ensure accurate data entry and lending application recommendations in compliance with legal and regulatory requirements and lending policies and processes.
Applies the risk management framework to the portfolio to protect the Bank's assets and maintain the quality of the lending portfolio in compliance with requirements for the lending process and established yield, quality, diversification, and risk guidelines.
Makes credit recommendations for personal lending transactions, including home financing, in accordance with sound credit granting principles and with the Bank’s policies and procedures.
Acts as a key member of a collaborative and versatile branch and market team.
Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic advice.
Organizes work information to ensure accuracy and completeness.
Takes the initiative to find creative approaches that make each customer’s experience feel personal.
Looks for ways to contribute to the ongoing improvement of the overall customer experience.
Contributes to business results and the overall experience delivered.
May work at multiple branches or through various channels based on market needs; work schedule may differ from week to week in terms of days worked, hours, and shifts.
Follows through on risk and compliance processes and policies to ensure we safeguard our customers’ assets, maintain their privacy, and act in their best interest.
Keeps current with the wider financial services marketplace, the legal and regulatory environment, and our commitment to uphold the highest ethical requirements of our industry.
Maintains current knowledge of personal banking products, practices, and trends and integrates into customer conversations.
Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
Complies with legal and regulatory requirements for the jurisdiction.
Protects the Bank's assets in compliance with all regulatory, legal, and ethical requirements.
Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
Analyzes issues and determines next steps.
Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.