Personal Banker

Responsibilities

• Deliver exceptional service to BMO customers and prospects, identifying their needs and providing advice and guidance regarding financial solutions that are in the customers’ best interest.
• Work collaboratively within the branch and through various channels with BMO partners to deliver the desired customer experience and achieve overall business objectives.
• Lead proactive engagement with existing customers and prospects by conducting needs‑based assessments to grow loyalty and identify immediate and future opportunities.
• Engage customers to complete needs assessments that identify financial solutions and preferred banking channels, recommending tailored solutions that address 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 to make banking easy, simple, and fast.
• Support customer transaction needs based on customer traffic.
• Grow BMO’s business by reaching out, generating appointments, and building 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, regulatory, and lending‑policy requirements.
• Apply the risk‑management framework to protect the Bank’s assets and maintain the quality of the lending portfolio in compliance with lending‑process requirements 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 needs and integrate marketing promotions and programs into conversations to provide strategic advice.
• Organize work information to ensure accuracy and completeness.
• Tend to initiate creative approaches that make each customer’s experience feel personal.
• Seek ways to contribute to the ongoing improvement of the overall customer experience.
• Contribute to business results and the overall experience delivered.
• Work across multiple branches or channels based on market needs; manage variable schedules, hours, and shifts.
• Follow risk and compliance processes and policies to safeguard customers’ assets, maintain privacy, and act in the best interest of customers.
• Keep current with the wider financial‑services marketplace, legal and regulatory environment, and commitment to uphold the highest ethical requirements of the industry.
• Maintain current knowledge of personal banking products, practices, and trends; integrate into customer conversations.
• Identify and report suspicious patterns of activity suspected to be related to money laundering.
• Protect the Bank’s assets in compliance with all regulatory, legal, and ethical requirements.
• Complete complex and diverse tasks within given rules/limits, including handling escalations from other employees.
• Analyze issues and determine next steps.
• Take measured risks while protecting the bank by applying the Risk Management Framework in alignment with the Bank’s risk culture and approved risk appetite.

• Typically 2‑3 years of relevant experience, or a post‑secondary degree in a related field, or an equivalent combination of education and experience.
• Canada‑only:
  Registration to sell investment products completed 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 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 customers.
• 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…