Retail Relationship Banker

Overview

Delivers exceptional service to BMO customers and prospects by identifying their needs and providing advice and guidance on financial solutions that best meet their interests. Works collaboratively within the branch and across multiple channels with BMO partners to create the desired customer experience and achieve business objectives.

• Provide exceptional service to customers and prospects.
• Identify customer needs and recommend appropriate financial solutions.
• Collaborate within the branch and across various channels to deliver customer experience and meet business objectives.
• Lead proactive engagement with existing customers and prospects through needs-based assessments to grow loyalty and identify future opportunities.
• Conduct needs assessments to identify financial solutions and preferred banking channels, recommending tailored solutions for sales and service needs.
• Offer clients advice and guidance on digital and self‑serve options to make banking easy, simple, and fast.
• Support customer transaction needs based on branch traffic.
• Generate appointments and build new relationships within the community.
• Address questions and resolve issues raised through consumer credit audits and quality checks, ensuring accurate data entry and lending application recommendations in compliance with legal and regulatory requirements.
• Apply the risk management framework to the portfolio to protect the bank’s assets and maintain portfolio quality in compliance with lending policies and quality guidelines.
• Make credit recommendations for personal lending transactions, including home financing, in accordance with sound credit granting principles and the bank’s policies and procedures.
• Act as a key member of a collaborative branch and market team.
• Probe to understand customer personal banking and credit card needs and integrate marketing promotions and programs into conversations to provide strategic advice.
• Organize work information to ensure accuracy and completeness.
• Initiate creative approaches to personalize each customer’s experience.
• Contribute to business results and the overall experience delivered.
• Work at multiple branches or through various channels based on market needs; schedule may vary by week.
• Follow risk and compliance processes and policies to safeguard customer assets, maintain privacy, and act in the best interest of customers.
• Stay current with the financial services marketplace, legal and regulatory environment, and the bank’s commitment to ethical requirements.
• Maintain current knowledge of personal banking products, practices, and trends and integrate them into customer conversations.
• Identify and report suspicious patterns of activity related to money laundering.
• Complete complex and diverse tasks within given rules and limits, including handling escalations.
• Analyze issues and determine next steps, taking measured risks while protecting the bank’s assets within the approved risk appetite.

• Typically 2‑3 years of relevant experience or post‑secondary degree in a related field, or equivalent combination of education and experience.
• Registration to sell investment products (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.
• Confidence and experience in using social media, tablets, smartphones, online tools, and applications.
• Experience in a consultative customer service or sales role, with a drive to deliver a personal customer experience.
• Passionate commitment to helping customers and a focus on results.
• 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.
• Excellent listening, problem‑solving, and flexible creative response skills.
• Specialized knowledge in verbal and written communication,…