Personal Banking Associate

7 months ago

Surrey, Canada BMO Financial Group Full time

7488 King George Hwy, #110,160 Surrey British Columbia,V3W 0H9

Understands customer needs and provides credit and lending-related sales and service to BMO customers or prospects. Advises customers on lending/credit strategies and products that meet their objectives. Fulfills sales and service activities for the customer in accordance with approved procedures. Identifies and makes referrals to other business groups as needed.
- 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.
- Integrates marketing promotions and programs into customer conversations when appropriate.
- Delivers exceptional customer service that builds trust through expertise, providing responsive service and support.
- Develops and maintains long-term, profitable relationships and expands our share of wallet with portfolios.
- Probes to understand customer needs and provides advice related to personal banking and lending strategies in the best interests of the customer.
- Stays abreast of consumer needs, industry trends and best practices, and the regulatory environment as it relates to the products and services provided.
- Handles incoming calls in an informed, professional, and efficient manner.
- Escalates complex or unresolved customer situations to managers as required.
- Performs any required activities to ensure customer’s requests are accurately processed.
- Provides advice and guidance to assigned business/group on implementation of solutions.
- Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
- Collaborates with internal and external stakeholders in order to deliver on business objectives.
- Develops and executes short term tactics/plans to drive specific behaviours, activities, and results.
- May provide training and coaching to junior associates as needed.
- Manages all transactional outcomes of customer calls or refers to appropriate internal business groups.
- Maintains the confidentiality of customer and Bank information.
- Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
- Adheres to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing reporting requirements, Financial Consumer Agency of Canada (FCAC) consumer provision requirements and Privacy Act provisions.
- Focus may be on a business/group.
- Thinks creatively and proposes new solutions.
- Exercises judgment to identify, diagnose, and solve problems within given rules.
- Works mostly independently.
- Broader work or accountabilities may be assigned as needed.

**Qualifications**:

- Typically between 3 - 5 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
- Knowledge of personal banking products - In-depth.
- Knowledge of competitive marketplace and trends in product offerings - In-depth.
- Knowledge of contact centre operational processes and policies - In-depth.
- Knowledge of call centre technology, processes and metrics - In-depth.
- If a Credit Qualifiable job, Credit Qualifications and associated credit knowledge and skills according to the credit portfolio requirements and qualification standards.
- Specialized knowledge from education and/or business experience.
- Verbal & written communication skills - In-depth.
- Collaboration & team skills - In-depth.
- Analytical and problem solving skills - In-depth.
- Influence skills - In-depth.

**Compensation and Benefits**:
$44,500.00 - $82,500.00

**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.

**We’re here to help**

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 po

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