BMO
Retail Banking
PersonalBanker
“Personal Banker at BMO. Deliver exceptional service to BMO customers and prospects. Identify customer needs and provide advice and guidance”
What You'll Achieve.
Achieve overall business objectives; Grow loyalty; Identify immediate / future opportunities; Deliver the desired customer experience; Make banking easy, simple, and fast; Grow BMO’s business; Ensure accurate data entry and lending application recommendations in compliance with legal and regulatory requirements and lending policies and processes; Protect the Bank's assets and maintain the quality of the lending portfolio in compliance with requirements for the lending process and established yield, quality, diversification, and risk guidelines; Contribute to business results and the overall experience delivered; Safeguard our customers’ assets, maintain their privacy, and act in their best interest; Uphold the highest ethical requirements of our industry; Protect the Bank's assets in compliance with all regulatory, legal, and ethical requirements; Make 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
Industry & Context.
Analytical and problem solving skills - Good; An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges; Analyzes issues and determines next steps
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
post-secondary degree in related field of study desirable or an equivalent combination of education and experience, Canada only: Registration to sell investment products completed - as appropriate for the jurisdiction, Appropriate lending qualifications and designations, Working knowledge of personal and small business customer needs and solutions, Working knowledge of retail investments and lending products, Experience in financial services is an asset, Confident and experienced in the use of social media, tablets, Smart phones, online tools, and applications, Experience in a consultative customer service or sales role, with a drive to deliver a personal customer experience, Passion commitment to helping our 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, 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, Specialized knowledge, Verbal & written communication skills - Good, Organization skills - Good, Collaboration & team skills - Good, Analytical and problem solving skills - Good
Nice to Have
Experience in financial services is an asset
What You'll Do.
Deliver exceptional service to BMO customers and prospects
Identify customer needs and provide advice and guidance
Provide needs-based assessments to grow loyalty
Identify financial solutions and preferred banking channels
Recommend tailored solutions addressing sales and service needs
Offer clients advice and guidance on digital and self-serve options
Support customer transactions needs based on customer traffic
Engage customers to grow BMO’s business
Build new relationships within the community
Address questions and resolve issues raised through consumer credit audits
Ensure accurate data entry and lending application recommendations
Apply the risk management framework to the portfolio
Protect the Bank's assets and maintain the quality of the lending portfolio
Make credit recommendations for personal lending transactions
Probe to understand customer personal banking and credit card needs
Integrate marketing promotions and programs into customer conversations
Organize work information to ensure accuracy and completeness
Find creative approaches that make each customer’s experience feel personal
Contribute to the ongoing improvement of the overall customer experience
Contribute to business results and the overall experience delivered
Work at multiple branches or through various channels
Follow through on risk and compliance processes and policies
Safeguard customers’ assets
Maintain customer privacy
Act in customers’ best interest
Keep current with the wider financial services marketplace
Keep current with the legal and regulatory environment
Uphold the highest ethical requirements of our industry
Maintain current knowledge of personal banking products
Integrate knowledge into customer conversations
Identify and report suspicious patterns of activity
Comply with legal and regulatory requirements for the jurisdiction
Protect the Bank's assets in compliance with all regulatory
and ethical requirements
Complete complex & diverse tasks within given rules/limits
Handle escalations from other employees
Analyze issues and determine next steps
Take measured risks while protecting the bank
Make sound and risk informed decisions
How You'll Work.
Team & Collaboration
Works collaboratively within the branch and 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 - Good
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