BMO
Retail Banking
CustomerServiceRepresentative
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Service Representative at BMO. Deliver exceptional service. Identify customer needs”
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., High-level knowledge of personal, commercial and partner offers, and how each can best serve customers’ individual needs., 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., Basic knowledge of specialized sales and business banking solutions to refer to specialists., Passion 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).
What You'll Do.
Deliver exceptional service
Identify customer needs
Provide advice and guidance
Works collaboratively within the branch
Achieve overall business objectives
Initiate referrals to BMO colleagues
Support customer requests
Meet banking service needs
Offer advice on digital options
Engage customers in conversation
Address everyday banking plans
Address credit card needs
Escalate complex situations
Contribute to meeting branch results
Support operational activities
Manage cash transactions
Reconcile cash transactions
Execute routine tasks
Integrate marketing promotions
Organize work information
Find creative approaches
Contribute to improvement
Contribute to business results
Follow risk and compliance processes
Safeguard customers’ assets
Maintain customer privacy
Act in customers’ best interest
Keep current with marketplace
Uphold ethical requirements
Maintain current knowledge
Identify suspicious patterns
Report suspicious activity
Comply with legal requirements
Protect Bank’s assets
Complete standardized tasks
Perform initial problem solving
Apply Risk Management Framework
Make risk informed decisions
How You'll Work.
Team & Collaboration
Works collaboratively within the branch; Works collaboratively through various channels with BMO partners; 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: 06/02/2026 Address: 11980 1lere Avenue 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 approac
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