Personal Banking Associate

Responsibilities

• Deliver exceptional service to BMO customers and prospects.
• Identify customer needs and provide advice and guidance regarding financial solutions that best serve customers.
• Collaborate within the branch and across various channels with BMO partners to deliver the desired customer experience and achieve business objectives.
• Collaborate with partners to identify referral opportunities that grow customers’ relationships with BMO beyond personal banking.
• Welcome and guide customers into the lobby, offer advice on digital and self‑serve options to make banking easy, simple, and fast.
• Act as a lobby leader by assisting in client conversations, recommending banking channels, and providing personal banking and investment advice.
• Meet transaction‑based needs with seamless execution.
• Review customer profiles and engage customers in needs‑based conversations to identify opportunities and address everyday banking, plans, and credit card needs.
• Support operational activities such as inventory management, escalated service requests, follow‑up on customer applications, filing, opening and closing activities.
• Probe to understand personal banking and credit‑card needs, integrating marketing promotions and programs into conversations for strategic advice.
• Organize work information to ensure accuracy and completeness.
• Take initiative to devise creative approaches that personalize each customer’s experience.
• Seek ways to continuously improve the overall customer experience.
• Contribute to business results and the overall experience delivered.
• Work at multiple branches or through various channels; schedules may vary week‑to‑week.
• Follow risk and compliance processes and policies to safeguard customers’ assets, maintain privacy, and act in their best interest.
• Stay current with the wider financial services marketplace, legal and regulatory environment, and uphold the highest ethical standards.
• Maintain up‑to‑date knowledge of personal banking products and integrate this knowledge into customer conversations.
• Identify and report suspicious patterns related to money‑laundering activities.
• Comply with all legal and regulatory requirements for the jurisdiction.
• Complete complex and diverse tasks within given rules and limits.
• Analyze issues, determine next steps, and elevate as needed.
• Take measured risks while protecting the bank by applying the Risk Management Framework.

• 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).
• Confidence and experience using social media, tablets, smartphones, online tools, and applications.
• Some experience in consultative customer service or sales roles.
• Basic knowledge of specialized sales and business banking solutions to refer to specialists.
• Passionate commitment to helping customers.
• Drive to deliver a personal customer experience.
• 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 interpersonal skills, including building rapport and connections with customers.
• Aptitude for listening, problem solving, and responding flexibly and creatively to new challenges.
• Basic specialized knowledge.
• Verbal & written communication skills – good.
• Organization skills – good.
• Collaboration & team skills – good.
• Analytical and problem‑solving skills – good.

• Salary range: $36,000.00 – $54,500.00 (salaried). Salary may vary based on location, skills, experience, education, and qualifications.
• Commission structure may be included for eligible roles.
• Performance‑based incentives, discretionary bonuses, and other perks and rewards may be part of the total compensation package.
• BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans.

BMO is committed to an inclusive, equitable and accessible workplace.