Retail Relationship Banker

About the role

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.

Takes a lead in proactively engaging with existing customers and prospects by providing needs-based assessments to grow loyalty and identify immediate or future opportunities. Engages customers to complete needs assessments that identify financial solutions and preferred banking channels while recommending tailored solutions addressing sales and service needs (e.g., everyday banking, retail investments, lending solutions, home financing including business-for-self applications, and small business solutions).

Offers clients advice and guidance on available digital and self-serve options with the goal of making banking easy, simple, and fast. Supports customer transaction needs based on customer traffic. Engages customers to grow BMO’s business by reaching out, generating appointments, and building new relationships within the community.

Addresses questions and resolves 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. Applies the risk management framework 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.

Makes credit recommendations for personal lending transactions, including home financing, in accordance with sound credit-granting principles and the Bank’s policies and procedures. 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.

Organizes 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 and business results.

May work at multiple branches or through various channels based on market needs; work schedule may differ from week to week in terms of days worked, hours, and shifts. Follows through on 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 BMO’s commitment to uphold the highest ethical requirements. Maintains current knowledge of personal banking products, practices, and trends and integrates them into customer conversations. Identifies and reports suspicious patterns of activity related to money laundering. Complies with legal and regulatory requirements for the jurisdiction and protects the Bank's assets in compliance with all requirements.

Completes complex and diverse tasks within given rules and limits, including handling escalations from other employees. Analyzes issues and determines next steps. Broader work or accountabilities may be assigned as needed.

Applies BMO’s Risk Management Framework in the execution of the role, making sound and risk-informed decisions that align with business strategy, protect assets, and adhere to applicable policies, laws, and regulations.

Responsibilities

• Proactively engage with customers and prospects to assess financial needs and provide tailored solutions.
• Recommend financial products such as everyday banking, retail investments, lending solutions, home financing, and small business solutions.
• Advise clients on digital and self-serve banking options to enhance convenience.
• Support customer transactions and build new relationships within the community.
• Resolve issues from consumer credit audits and ensure compliance with lending policies.
• Apply risk management frameworks to protect the Bank’s assets and lending portfolio.
• Make credit recommendations for personal lending transactions, including home financing.
• Collaborate with branch and market teams to deliver a seamless customer experience.
• Integrate marketing promotions into customer conversations to provide strategic advice.
• Organize work to ensure accuracy and completeness of customer information.
• Identify and report suspicious activities related to money laundering.
• Stay current with financial products, regulatory changes, and industry trends.
• Handle escalations and analyze issues to determine appropriate next steps.

Requirements

• Typically between 2 - 3 years of relevant experience.
• Post-secondary degree in a related field of study desirable 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.
• Confident and experienced 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.

Skills

• Passionate commitment to helping customers.
• Drive to deliver a personal customer experience.
• 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 with customers.
• Aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.
• Good verbal and written communication skills.
• Good organization, collaboration, and team skills.
• Good analytical and problem-solving skills.

U.S. Only: This position will act as an originator of consumer loans as defined by Regulation Z, Regulation G, and the Secure and Fair Enforcement for Mortgage Licensing Act (the S.A.F.E. Act). This position will require a Federal registration with the Nationwide Mortgage Licensing System and Registry. A criminal background review and credit history evaluation will be required, as well as restrictions on performing in a real estate agent capacity.

Pay

Salary: $41,714.00 - $65,000.00 (salaried). Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on the number of hours regularly worked. For commission roles, the salary listed represents BMO Financial Group’s expected target for the first year in this position.

Benefits

• Performance-based incentives and discretionary bonuses.
• Health insurance.
• Tuition reimbursement.
• Accident and life insurance.
• Retirement savings plans.

For more details on benefits, visit: BMO Total Rewards.