Personal Banking Associate

Responsibilities Collaborates with BMO partners to identify referral opportunities that further grow the customer’s relationship with BMO beyond personal banking. Welcomes and guides customers as they walk into the branch lobby, and offers advice and guidance on available digital and self-serve options with the goal of making it easy, simple, and fast to bank with BMO. As a lobby leader, assists in conducting client conversations about banking services to recommend alternative banking channels and provide personal banking and investment advice. Meets customer transaction-based needs with seamless execution. Reviews customer profiles and engages customers in a needs-based conversation to identify potential opportunities and address everyday banking plans and credit card needs. Contributes to meeting branch business results and the customer experience. Supports operational activities (e.g. inventory management, escalated service requests, following up on customer applications, filing, opening and closing activities). 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. Analyzes issues and determines next steps; escalates as required. Broader work or accountabilities may be assigned as needed. Qualifications 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. Canada only: Registration to sell investment products completed or in progress (must be completed within 12 months) - as appropriate for the jurisdiction. Confident and experienced in the use of social media, tablets, smart phones, online tools, and applications. Some experience in a consultative customer service or sales roles, 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. 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. Basic specialized knowledge. Verbal & written communication skills - Good. Organization skills - Good. Collaboration & team skills - Good. Analytical and problem solving skills - Good. Operations & Compliance Provides support and delivers specific operational processes to ensure timely and accurate settlement of Security, Derivative, Foreign Exchange and Money Market transactions executed globally, and confirms the activity is accurately recorded in the bank's book of records. Specific operational processes include pre and post settlement support related to account opening, confirmation, cash management, margin, and collateralization. Also provides support for specialized operations - Asset Servicing (corporate actions/entitlements), Correspondent Banking Services, and the Wire Payment Operations hub for the bank. Ensures compliance with all regulatory topics and reporting requirements related to the products and processes it supports. Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do. Ensures alignment between values and behaviour that fosters diversity and inclusion. Regularly connects work to BMO’s purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through. Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders. Attracts, retains, and enables the career development of top talent. Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance. Provides strategic input into business decisions as a trusted advisor. Makes recommendations to senior leaders on strategy and new initiatives, based on an in-depth understanding of the business/group. Acts as a subject matter expert on relevant regulations and policies. May network with industry contacts to gain competitive insights and best practices. Leads the execution of strategic initiatives to deliver on business goals. Develops the business case by identifying needs, analysing potential options and assessing expected return on investment. Communicates with internal business partners and external customers to respond to standard and non-standard inquiries. Ensures alignment between stakeholders. Acts as the prime subject matter expert for internal/external stakeholders. Defines business requirements for analytics & reporting to ensure data insights inform business decision making. Integrates information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting. Monitors and tracks performance, and addresses any issues. Builds change management plans of varying scope and type; leads or participates in a variety of change management activities including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives. Defines communication plans designed to positively influence or change behaviour; develops tailored messaging; and identifies appropriate distribution channels. Leads the execution of operational programs; assesses and adapts as needed to ensure quality of execution. Reviews the program for effectiveness, considers industry trends and recommends enhancements; makes changes as required. Employs systems (e.g. customized exception reports, tracking reports etc.) to manage information. Integrates information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting. Fulfill routine and frequently non-routine transactions, internal business partner and/or external customer inquiries/requests, and/or audit/reconciliation activities. Analyzes and resolves complex issues efficiently and effectively in accordance with Bank and industry standards. Evaluates circumstances requiring exceptions and engages senior management for resolution where required. Oversees the design, development, and implementation of tools and training required to deliver business results. Participates/leads process/system continuous improvement initiatives. Leads/oversees the management of vendor relationships and provides guidelines for execution; ensures that all agreements are met as per requirements. Follows documented policies and procedures to execute day-to-day transactions, activities, processes and ensure all Service Level Agreements (SLAs) are met. Checks and reconciles information and documentation to ensure accuracy and completeness. Analyzes data and information to provide insights and recommendations. Identifies and analyzes issues and problems, and resolves discrepancies in a timely manner. Deals with clients directly to resolve issues and/or escalates as required. Communicates and collaborates with internal and external stakeholders in order to deliver on business objectives. Develops and maintains effective relationships with internal & external stakeholders to execute work and fulfill service delivery expectations. Communicates and collaborates with internal and external stakeholders in order to deliver on business objectives. Understands the regulatory requirements and risks inherent in the operations and ensures appropriate actions are taken and operational integrity is maintained. Collaborates in development/implementation of new processes/systems and changes/improvements to existing systems and processes. Supports the development of tools and delivery of training focused on delivering business results. Operates at a group/enterprise-wide level and serves as a specialist resource to senior leaders and stakeholders. Applies expertise and thinks creatively to address unique or ambiguous situations and to find solutions to problems that can be complex and non-routine. Implements changes in response to shifting trends. Broader work or accountabilities may be assigned as needed. Advanced Qualifications Typically 7+ years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience. Knowledge and experience using relevant systems and technology – In-depth. Knowledge and understanding of the business unit’s key products and services, processes and controls – Expert. Knowledge of the risk and regulatory requirements of the business – Expert. Prioritization skills – In-depth. Customer service skills – Expert. PC skills (MS Word, Excel, PowerPoint) – In-depth. Ability to multi-task in a fast-paced environment. Seasoned professional with a combination of education, experience and industry knowledge. Verbal & written communication skills – In-depth / Expert. Analytical and problem solving skills – In-depth / Expert. Influence skills – In-depth / Expert. Collaboration & team skills; with a focus on cross-group collaboration – In-depth / Expert. Able to manage ambiguity. Data driven decision making – In-depth / Expert. Salary & Pay Type Salary $86,000.00 - $160,000.00 Pay Type Salaried The above represents BMO Financial Group’s pay range and type. Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position. BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards About Us At BMO 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. As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset. To find out more visit us at https://jobs.bmo.com/ca/en BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter. Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes. Job Details Seniority level Not Applicable Employment type Full-time Job function Finance and Sales Industries Financial Services and Financial Services Referrals Referrals increase your chances of interviewing at BMO by 2x Get notified Get notified about new Banking Associate jobs in Toronto, Ontario, Canada. 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