Retail Relationship Banker

Overview

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.

• Proactively engage with existing customers and prospects by providing needs‑based assessments to grow loyalty and identify immediate/future opportunities.
• Engage customers to complete needs assessments that identify financial solutions and preferred banking channels while recommending tailored solutions addressing both sales and service needs (e.g., everyday banking, retail investments, lending solutions, home financing, small business solutions).
• Offer clients advice and guidance on available digital and self‑serve options with the goal of making banking easy, simple, and fast.
• Support customer transaction needs based on customer traffic.
• Generate appointments and build new relationships within the community to grow BMO’s business.
• Address questions and resolve issues raised through consumer credit audits and quality checks to ensure accurate data entry and lending application recommendations in compliance with legal and regulatory requirements and lending policies and processes.
• Apply the risk management framework to the portfolio to 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.
• Make credit recommendations for personal lending transactions, including home financing, in accordance with sound credit granting principles and the Bank’s policies and procedures.
• Probe to understand customer personal banking and credit card needs and 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 and contribute to the ongoing improvement of the overall customer experience.
• Follow through on risk and compliance processes and policies to safeguard customers’ assets, maintain privacy, and act in their best interest.
• Keep current with the wider financial services marketplace, legal and regulatory environment, and uphold the highest ethical requirements of the industry.
• Identify and report suspicious patterns of activity related to money laundering.
• Complete complex and diverse tasks within given rules/limits and handle escalations from other employees.
• Analyze issues and determine next steps.
• Take measured risks while protecting the bank by applying the Risk Management Framework in the execution of your role.
• Work at multiple branches or through various channels based on market needs; work schedule may differ week to week in terms of days worked, hours, and shifts.

• Typically between 2‑3 years of relevant experience and a post‑secondary degree in a related field of study, or an equivalent combination of education and experience.
• Registration to sell investment products completed – as appropriate for the jurisdiction (Canada only).
• 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 the use of 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 our customers.
• 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.
• Strong interpersonal skills, including the ability to build rapport and connections with customers.
• Good verbal and written communication skills.
• Good…