Personal Banking Associate

Mandarin proficiency is considered an asset.

• Delivers exceptional service to BMO customers and prospects, identifying their needs and providing advice and guidance regarding financial solutions that best serve their interests.
• Works collaboratively within the branch and through various channels with BMO partners to deliver the desired customer experience and achieve overall business objectives.
• Collaborates with BMO partners to identify referral opportunities that further grow the customer’s relationship with BMO beyond personal banking.
• Welcomes and guides customers as they walk into the branch lobby and 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.
• As a lobby leader, assists in conducting client conversations about banking services to recommend alternative banking channels and provide personal banking and investment advice.
• Meets customer transaction‑based needs with seamless execution.
• Reviews customer profiles and engages customers in a needs‑based conversation to identify potential opportunities and address everyday banking plans and credit card needs.
• Contributes to meeting branch business results and the customer experience.
• Supports operational activities (inventory management, escalated service requests, follow‑up on customer applications, filing, opening and closing activities).
• 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.
• Organises 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.
• Might work at multiple branches or through various channels based on market needs; schedule may vary week to week.
• Follows through on risk and compliance processes and policies to safeguard customers’ assets, maintain privacy, and act in their best interest.
• Keeps current with the wider financial services marketplace, the legal and regulatory environment, and upholds the highest ethical requirements of the industry.
• Maintains current knowledge of personal banking products, practices, and trends and integrates them 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 complex and diverse tasks within given rules and limits.
• Analyzes issues and determines next steps; escalates as required.
• Broader work or accountabilities may be assigned as needed.
• Take measured risks while protecting the bank by applying the Risk Management Framework in the execution of this role, in line with our Risk Culture and within our approved Risk Appetite, making sound risk‑informed decisions that align to business strategy and protect assets.

• Typically 1–2 years of relevant experience and/or certification in a related field, 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), where applicable.
• Confident and experienced in using social media, tablets, smartphones, online tools, and applications.
• Some experience in consultative customer service or sales roles, 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.
• A focus on results and 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…