Personal Banking Associate

1 week ago

Brossard, Quebec, Canada BMO Full time
About the Role

We are seeking a highly motivated 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 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 lobby, offering advice and guidance on available digital and self-serve options.
  • Conduct client conversations about banking services, recommending alternative channels and providing personal banking and investment advice.
  • Meet customer transaction-based needs with seamless execution.
  • Review customer profiles and engage in needs-based conversations to identify potential opportunities and address everyday banking plans and credit card needs.
  • Contribute to meeting branch business results and the customer experience.
  • Support operational activities, such as inventory management, escalated service requests, and filing.
  • Act as a key member of a collaborative and versatile branch and market team.
  • Proactively identify customer personal banking and credit card needs, integrating marketing promotions and programs into customer conversations.
  • Organize work information to ensure accuracy and completeness.
  • Take the initiative to find creative approaches that make each customer's experience feel personal.
  • Contribute to the ongoing improvement of the overall branch customer experience.
  • May work at multiple branches based on market needs, with a variable work schedule.
  • Follow risk and compliance processes and policies to safeguard customer assets, maintain their privacy, and act in their best interest.
  • Stay current with the wider financial services marketplace, legal and regulatory environment, and BMO's commitment to upholding the highest ethical requirements.
  • Maintain current knowledge of personal banking products, practices, and trends, integrating into customer conversations.
  • Identify and report suspicious patterns of activity suspected to be related to money laundering.
  • Comply with legal and regulatory requirements for the jurisdiction.
  • Protect BMO's assets in compliance with all regulatory, legal, and ethical requirements.
  • Complete complex and diverse tasks within given rules and limits.
  • Analyze issues and determine next steps, escalating as required.
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.
  • 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, 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.
  • 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.
  • Aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.
  • Basic specialized knowledge.
  • Verbal and written communication skills - Good.
  • Organization skills - Good.
  • Collaboration and team skills - Good.
  • Analytical and problem-solving skills - Good.

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