BMO
Retail Banking
CustomerServiceRepresentative
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Service Representative at BMO. Skills: Customer service, Sales, Financial advice, Problem solving, Collaboration. Delivers exceptional service to BMO customers and prospects.. Identifies customer needs and provides advice and guidance regarding financial solutions that are in the best interests of customers.”
What You'll Achieve.
Achieve overall business objectives.; Contributes to meeting branch business results and the customer experience.; Contributes to business results and the overall experience delivered.
Industry & Context.
An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.; Performs initial problem solving within given rules/limits & escalates when required.
May work at multiple branches or through various channels based on market work schedule may differ from week to week in terms of days worked, hours, and shifts.
What They're Looking For.
Must Have
No prior experience post-secondary degree or certification in related field of study is desirable., Confident and experienced in the use of social media, tablets, smart phones, online tools, and applications., Highly skilled at helping people who don’t find digital applications intuitive to gain confidence in how to use them and to understand their benefits., Projects a professional presence., Passionate commitment to helping customers., A focus on delivering a personal experience to customers., Resourceful self-starter with courage and confidence to approach customers., Readiness to collaborate and work in different capacities as part of a team., 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 knowledge learned on the job., Verbal & written communication skills - Basic (in business environment)., Organization skills - Basic (in business environment)., Collaboration & team skills - Basic (in business environment).
Nice to Have
High-level knowledge of personal, commercial and partner offers, and how each can best serve customers’ individual needs., Basic knowledge of specialized sales and business banking solutions to refer to specialists.
What You'll Do.
Delivers exceptional service to BMO customers and prospects., Identifies customer needs and provides advice and guidance regarding financial solutions that are in the best interests of customers., Works collaboratively within the branch and through various channels with BMO partners to deliver the desired customer experience and achieve overall business objectives., Identifies customer needs and initiates referrals to BMO colleagues., Supports customer requests for banking services, including handling transactions and customer inquiries., Welcomes customers warmly and meets their banking service and transactional needs with seamless execution., 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., Reviews customer profiles and engages customers in a needs-based conversation to identify potential opportunities and address everyday banking plans and credit card needs., Escalates complex or unresolved customer situations to managers as required., 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)., Manages, loads, and reconciles cash transactions between treasury and various branch units (e.g.
CRU)., Executes routine tasks (e.g.
service requests, transactions, queries, etc.
) within relevant service level agreements., 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., 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 standardized tasks under supervision., Performs initial problem solving within given rules/limits & escalates when required., Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.
How You'll Work.
Team & Collaboration
Works collaboratively within the branch and through various channels with BMO partners to deliver the desired customer experience and achieve overall business objectives.; Acts as a key member of a collaborative and versatile branch and market team.; Readiness to collaborate and work in different capacities as part of a team.
Communication Scope
Verbal & written communication skills - Basic (in business environment).
Full Job Description
Application Deadline: 05/30/2026 Address: 525 8th Ave SW East Tower Job Family Group: Retail Banking Sales & Service Delivers exceptional service to BMO customers and prospects. Identifies customer needs and provides advice and guidance regarding financial solutions that are in the best interests of customers. Works collaboratively within the branch and through various channels with BMO partners to deliver the desired customer experience and achieve overall business objectives. * Identifies customer needs and initiates referrals to BMO colleagues. * Supports customer requests for banking services, including handling transactions and customer inquiries. * Welcomes customers warmly and meets their banking service and transactional needs with seamless execution. * 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. * Reviews customer profiles and engages customers in a needs-based conversation to identify potential opportunities and address everyday banking plans and credit card needs. * Escalates complex or unresolved customer situations to managers as required. * 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). * Manages, loads, and reconciles cash transactions between treasury and various branch units (e.g. CRU). * Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service level agreements. * 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
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