Personal Banking Associate

6 days ago

Boisbriand, Quebec, Canada BMO Full time
About the Role

We are seeking a highly motivated and customer-focused individual to join our team as a Personal Banking Associate. As a key member of our branch team, you will be responsible for delivering exceptional service to our customers and prospects, identifying their needs, and providing advice and guidance on financial solutions that meet their needs.

Key Responsibilities
  • Customer Service: Provide exceptional service to customers, respond to their inquiries, and resolve any issues in a timely and professional manner.
  • Financial Solutions: Identify customer needs and provide advice and guidance on financial solutions that meet their needs, including personal banking and investment products.
  • Collaboration: Work collaboratively with other branch team members and BMO partners to deliver the desired customer experience and achieve overall business objectives.
  • Referral Opportunities: Collaborate with BMO partners to identify referral opportunities that further grow the customer's relationship with BMO beyond personal banking.
  • Client Conversations: Conduct client conversations about banking services to recommend alternative banking channels and provide personal banking and investment advice.
  • Transaction Execution: Meet customer transaction-based needs with seamless execution.
  • Customer Engagement: Review customer profiles and engage customers in a needs-based conversation to identify potential opportunities and address everyday banking plans and credit card needs.
  • Business Results: Contribute to meeting branch business results and the customer experience.
  • Operational Activities: Support operational activities, such as inventory management, escalated service requests, and following up on customer applications.
  • Teamwork: Act as a key member of a collaborative and versatile branch and market team.
  • Marketing Promotions: Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic advice.
  • Work Organization: Organize work information to ensure accuracy and completeness.
  • Customer Experience: Takes the initiative to find creative approaches that make each customer's experience feel personal.
  • Continuous Improvement: Looks for ways to contribute to the ongoing improvement of the overall branch customer experience.
  • Business Results and Customer Experience: Contributes to business results and the overall experience delivered in the branch.
  • Flexibility: May work at multiple branches based on market needs; work schedule may differ from week to week in terms of days worked, hours, and shifts.
  • Risk and Compliance: 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.
  • Market Knowledge: 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.
  • Product Knowledge: Maintains current knowledge of personal banking products, practices, and trends and integrates into customer conversations.
  • Suspicious Activity: Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
  • Regulatory Compliance: Complies with legal and regulatory requirements for the jurisdiction.
  • Asset Protection: Protects the Bank's assets in compliance with all regulatory, legal, and ethical requirements.
  • Complex Tasks: Completes complex & diverse tasks within given rules/limits.
  • Issue Analysis: Analyzes issues and determines next steps; escalates as required.
Qualifications
  • Experience: Typically between 1 - 2 years of relevant experience and/or certification in related field of study desirable or an equivalent combination of education and experience.
  • Registration: Canada only: Registration to sell investment products completed or in progress (must be completed within 12 months) - as appropriate for the jurisdiction.
  • Technical Skills: Confident and experienced in the use of social media, tablets, Smart phones, online tools, and applications.
  • Customer Service Experience: Some experience in a consultative customer service or sales roles, with a drive to deliver a personal customer experience.
  • Basic Knowledge: Basic knowledge of specialized sales and business banking solutions to refer to specialists.
  • Commitment to Customers: Passionate commitment to helping customers.
  • Results Focus: Drive to deliver a personal customer experience.
  • Teamwork: A focus on results and the ability to thrive in a consultative sales and team-based environment.
  • Resourcefulness: Resourceful self-starter with courage and confidence to approach customers.
  • Collaboration: Readiness to collaborate and work in different capacities as part of a team.
  • Interpersonal Skills: Strong interpersonal skills, including the ability to build rapport and connections with customers.
  • Problem-Solving: An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.
  • Basic Specialized Knowledge: Basic specialized knowledge.
  • Communication Skills: Verbal & written communication skills - Good.
  • Organization Skills: Organization skills - Good.
  • Collaboration and Team Skills: Collaboration & team skills - Good.
  • Analytical and Problem-Solving Skills: Analytical and problem-solving skills - Good.

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