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Personal Banking Associate

2 months ago

Boisbriand, Quebec, Canada BMO Full time
Job Summary

We are seeking a highly skilled and customer-focused Personal Banking Associate to join our team at BMO. 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 best interests.

Key Responsibilities
  • Customer Service: Provide personalized service to customers, welcoming them to the branch, and offering advice and guidance on available digital and self-serve options.
  • Financial Solutions: Collaborate with BMO partners to identify referral opportunities that grow the customer's relationship with BMO beyond personal banking.
  • Client Conversations: Conduct client conversations about banking services, recommending alternative banking channels and providing personal banking and investment advice.
  • Transaction Execution: Meet customer transaction-based needs with seamless execution.
  • Customer Engagement: Review customer profiles, engage customers in needs-based conversations, and 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.
  • Team Collaboration: Act as a key member of a collaborative and versatile branch and market team.
  • Marketing Integration: Probes to understand customer personal banking and credit card needs, integrating marketing promotions and programs into customer conversations to provide strategic advice.
  • Work Organization: Organize work information to ensure accuracy and completeness.
  • Customer Experience: Take the initiative to find creative approaches that make each customer's experience feel personal.
  • Continuous Improvement: Look for ways to contribute to the ongoing improvement of the overall branch customer experience.
  • Business Acumen: Contributes to business results and the overall experience delivered in the branch.
  • Adaptability: May work at multiple branches based on market needs, with a variable work schedule.
  • Compliance: Follows 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.
  • Industry Knowledge: Keeps current with the wider financial services marketplace, the legal and regulatory environment, and BMO's commitment to upholding the highest ethical requirements of the industry.
  • Product Knowledge: Maintains current knowledge of personal banking products, practices, and trends, integrating into customer conversations.
  • Security: 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.
  • Task Management: Completes complex and diverse tasks within given rules and limits.
  • Issue Analysis: Analyzes issues and determines next steps, escalating as required.
Qualifications
  • Experience: 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: 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, smartphones, online tools, and applications.
  • Customer Service: Some experience in a consultative customer service or sales role, 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: Passionate commitment to helping customers.
  • Results Focus: 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.
  • Communication Skills: Verbal and written communication skills - Good.
  • Organization Skills: Organization skills - Good.
  • Collaboration and Team Skills: Collaboration and team skills - Good.
  • Analytical and Problem-Solving Skills: Analytical and problem-solving skills - Good.