Personal Banking Associate

The role delivers exceptional service to BMO customers and prospects, identifying their needs and providing 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.
• Collaborates with BMO partners to identify referral opportunities that further grow the customers’ relationship with BMO beyond personal banking.
• Welcomes and guides customers as they walk into the branch lobby, offering advice and guidance on available digital and self‑serve options to make banking easy, simple, and fast.
• 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 such as inventory management, escalated service requests, follow‑up on customer applications, filing, and 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 conversations to provide strategic advice.
• Organizes work information to ensure accuracy and completeness.
• Takes 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.
• May work at multiple branches or through various channels based on market needs; the schedule may differ from week to week in terms of days worked, hours, and shifts.
• Follows risk and compliance processes and policies to safeguard customers’ assets, maintain their privacy, and act in their best interest.
• Keeps current with the wider financial services marketplace, the legal and regulatory environment, and the bank’s commitment to uphold the highest ethical requirements.
• Maintains current knowledge of personal banking products, practices, and trends and integrates this 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 and 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.
• Takes measured risks while protecting the bank by applying the Risk Management Framework in the execution of the role.

• Typically between 1–2 years of relevant experience and/or certification in a related field of study, or an equivalent combination of education and experience.
• For Canada only: registration to sell investment products completed or in progress (must be completed within 12 months), as appropriate for the jurisdiction.
• Confident and experienced in the use of 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 and a drive to deliver a personal customer experience.
• 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.
• Basic specialized knowledge.
• Verbal and written communication skills—Good.
• Organization skills—Good.
• Collaboration and team skills—Good.
• Analytical and problem‑solving skills—Good.

Salary: $36,000.00 – $54,500.00 (salaried, with potential commission structure) plus benefits such as health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans.

BMO is committed to an inclusive, equitable and accessible workplace. Accommodations are available upon request for candidates taking part in all aspects of the selection process.