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Personal Banker Associate

2 months ago

Mississauga, Ontario, Canada BMO Full time

Job Title: Retail Banking Sales & Service Representative

About the Role:

We are seeking a highly motivated and customer-focused Retail Banking Sales & Service Representative to join our team. As a key member of our branch, 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 goals.

Key Responsibilities:

  • Collaborate with BMO partners to identify referral opportunities and grow the customer's relationship with BMO beyond personal banking.
  • Welcome and guide customers as they enter the branch, offering advice and guidance on available digital and self-serve options to make banking easy, simple, and fast.
  • Conduct client conversations about banking services to recommend alternative banking channels and provide personal banking and investment advice.
  • Meet customer transaction-based needs with seamless execution and review customer profiles to identify potential opportunities and address everyday banking plans and credit card needs.
  • Contribute to meeting branch business results and the customer experience, supporting operational activities such as inventory management and escalated service requests.
  • Act as a key member of a collaborative and versatile branch and market team, probing to understand customer personal banking and credit card needs and integrating marketing promotions and programs into customer conversations.
  • Organize work information to ensure accuracy and completeness, taking the initiative to find creative approaches that make each customer's experience feel personal.
  • Look for ways to contribute to the ongoing improvement of the overall branch customer experience and contribute to business results and the overall experience delivered in the branch.
  • May work at multiple branches based on market needs, with a flexible work schedule that may differ from week to week in terms of days worked, hours, and shifts.
  • Follow through on risk and compliance processes and policies to ensure the safeguarding of customer assets, maintenance of customer privacy, and acting in their best interest.
  • Keep current with the wider financial services marketplace, the legal and regulatory environment, and our commitment to uphold the highest ethical requirements of our industry.
  • Maintain current knowledge of personal banking products, practices, and trends and integrate into customer conversations.
  • Identify and report suspicious patterns of activity that are suspected to be related to money laundering and comply with legal and regulatory requirements for the jurisdiction.
  • Protect the Bank's assets in compliance with all regulatory, legal, and ethical requirements and complete complex and diverse tasks within given rules and limits.
  • Analyze issues and determine next steps, escalating as required, and contribute to the ongoing improvement of the overall branch customer experience.

Qualifications:

  • Typically between 1-2 years of relevant experience and/or certification in a related field of study, or an equivalent combination of education and experience.
  • Registration to sell investment products completed or in progress, as appropriate for the jurisdiction.
  • Confident and experienced in the use of social media, tablets, smartphones, online tools, and applications.
  • Some experience in a consultative customer service or sales role, with a drive to deliver a personal customer experience.
  • Basic knowledge of specialized sales and business banking solutions to refer to specialists.
  • Passionate commitment to helping customers, 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.
  • Basic specialized knowledge, verbal and written communication skills, organization skills, collaboration and team skills, analytical and problem-solving skills.

About BMO:

BMO Financial Group is a leading financial institution with a commitment to delivering exceptional service to our customers and communities. We are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities, and our people. By working together, innovating, and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

Why Join BMO?

We value our employees and offer a comprehensive total compensation package, including performance-based incentives, discretionary bonuses, and other perks and rewards. We also offer health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. Our inclusive, equitable, and accessible workplace is committed to learning from each other's differences and gaining strength through our people and perspectives.