Retail Relationship Banker

Bilingual in English and Mandarin is preferred.

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/future opportunities. Engages 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 (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 transactions 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. Contributes to business results and the overall experience delivered.

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 suspected to be related to money laundering. Complies with legal and regulatory requirements for the jurisdiction. Protects the Bank's assets in compliance with all regulatory, legal, and ethical requirements.

Completes complex and diverse tasks within given rules/limits and may include handling escalations from other employees. Analyzes issues and determines next steps. Broader work or accountabilities may be assigned as needed. Takes measured risks while protecting the bank by applying the Risk Management Framework in line with BMO’s Risk Culture and approved Risk Appetite, making sound and risk-informed decisions that align with business strategy, protect assets, and adhere to applicable policy documents, laws, and regulations.

Responsibilities

• Deliver exceptional service to BMO customers and prospects.
• Identify customer needs and provide advice on financial solutions.
• Engage with customers to complete needs assessments and recommend tailored solutions (e.g., everyday banking, retail investments, lending, home financing, small business solutions).
• Offer guidance on digital and self-serve banking options.
• Support customer transactions based on traffic.
• Grow BMO’s business by generating appointments and building relationships.
• Resolve issues from consumer credit audits and quality checks.
• Apply risk management frameworks to protect the Bank’s assets.
• Make credit recommendations for personal lending transactions, including home financing.
• Act as a collaborative team member in the branch and market.
• Understand customer personal banking and credit card needs and integrate marketing promotions.
• Organize work information for accuracy and completeness.
• Find creative approaches to personalize customer experiences.
• Contribute to improving the overall customer experience and business results.
• Work at multiple branches or through various channels as needed.
• Follow risk and compliance processes to safeguard customer assets and privacy.
• Stay current with financial services, legal, and regulatory environments.
• Maintain knowledge of personal banking products and trends.
• Identify and report suspicious activity related to money laundering.
• Comply with legal and regulatory requirements.
• Protect the Bank’s assets in compliance with all requirements.
• Complete complex tasks and handle escalations from other employees.
• Analyze issues and determine next steps.

Requirements

• Typically between 2–3 years of relevant experience.
• Post-secondary degree in a related field of study or equivalent combination of education and experience.
• Canada only: Registration to sell investment products 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 using 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 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 with customers.
• Aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.

Skills

• Verbal and written communication – Good.
• Organization – Good.
• Collaboration and team skills – Good.
• Analytical and problem-solving – Good.

U.S. Specific Requirements

This position will act as an originator of consumer loans as defined by Regulation Z, Regulation G, and the S.A.F.E. Act. Requires 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 range: $45,900.00 – $75,900.00 (salaried). Salaries vary based on factors such as location, skills, experience, education, and qualifications. For part-time roles, salaries are pro-rated based on hours worked. For commission roles, the listed salary represents BMO’s expected target for the first year. Total compensation may include performance-based incentives, discretionary bonuses, and other perks and rewards.

Benefits

• Health insurance.
• Tuition reimbursement.
• Accident and life insurance.
• Retirement savings plans.

For more details, visit BMO Total Rewards.