Personal Banker

Position Overview

The Personal Banker role at BMO involves delivering exceptional service to customers and prospective clients. The incumbent identifies customer financial needs and provides tailored advice and guidance on banking solutions that serve their best interests. The role requires collaboration within the branch and with various BMO partners to enhance the overall customer experience and meet business goals.

Key Responsibilities

• Proactively engage with existing customers and prospects through needs-based assessments to foster loyalty and identify immediate and future growth opportunities.
• Conduct comprehensive needs assessments to recommend customized personal banking solutions, including everyday banking, retail investments, lending options, home financing (including self-employed business applications), and small business offerings.
• Advise clients on digital and self-serve banking options to facilitate convenient and efficient banking experiences.
• Support transactional needs during customer traffic fluctuations.
• Expand BMO's business by initiating customer outreach, scheduling appointments, and cultivating new community relationships.
• Handle inquiries and resolve issues via consumer credit audits and quality verifications to ensure compliance with lending policies and regulatory standards.
• Apply risk management principles to protect the bank's assets and maintain lending portfolio quality according to established guidelines for yield, quality, diversification, and risk.
• Make credit recommendations for personal lending transactions, including mortgages, aligned with sound credit practices and BMO policies.
• Serve as a vital team member within a collaborative branch and market team environment.
• Diagnose customer personal banking and credit card requirements and incorporate marketing initiatives during consultations to deliver strategic advice.
• Ensure accuracy and thoroughness in organizing work information.
• Innovate to create personalized customer experiences.
• Contribute to ongoing enhancements in the overall customer journey.
• Support business outcomes and enrich the customer experience delivered.
• Potentially work across multiple branches or channels responding to varying market demands; work scheduling may include changes in days, hours, and shifts week-to-week.
• Adhere strictly to risk, compliance, privacy, and ethical policies to safeguard customers' assets and information.
• Stay current with the financial services landscape, regulatory changes, and uphold the highest ethical standards.
• Maintain up-to-date knowledge of personal banking products, practices, and trends to effectively engage customers.
• Detect and report suspicious financial activities potentially related to money laundering.
• Operate in full compliance with applicable legal and regulatory requirements.
• Protect the bank’s assets following regulatory, legal, and ethical mandates.
• Handle complex and varied tasks within set rules and limits, including managing escalations from colleagues.
• Analyze challenges and determine appropriate next steps.
• Perform additional responsibilities as required.
• Make risk-informed decisions aligned with the bank’s Risk Management Framework, ensuring protection of assets and adherence to policies and regulations.

Qualifications and Experience

• Typically 2 to 3 years of relevant experience is expected.
• Post-secondary degree in a related field is preferred or an equivalent blend of education and experience.
• Completion of required registration to sell investment products applicable within Canadian jurisdictions.
• Appropriate lending credentials and professional designations.
• Solid understanding of personal and small business consumer needs and solutions.
• Knowledge of retail investments and lending products.
• Prior experience in financial services is advantageous.
• Proficient in the use of social media, tablets, smartphones, and online applications.
• Proven background in consultative sales or customer service roles with a passion for delivering personalized customer experiences.
• Strong commitment to customer service excellence.
• Result-oriented with ability to thrive in a consultative and team-driven atmosphere.
• Resourceful self-starter with confidence and initiative in customer engagement.
• Collaborative mindset with readiness to work flexibly within a team.
• Excellent interpersonal skills for building rapport and customer relationships.
• Good problem-solving capabilities and adaptable communication skills.
• Strong organizational abilities.
• Effective collaboration and teamwork skills.
• Analytical proficiency.
• Competent written and verbal communication skills.

Compensation and Benefits

The salary range for this position is $36,600 to $67,500 annually, dependent on location, skills, experience, education, and qualifications. The compensation structure may include commissions and performance-based incentives. Part-time salaries are pro-rated based on hours worked. BMO offers a comprehensive benefits package, including health insurance, tuition reimbursement, accident and life coverage, and retirement savings plans.

Additional Information

BMO is dedicated to fostering an inclusive, equitable, and accessible workplace. Accommodation support is available during the selection process upon request. Candidates can expect diverse scheduling and may be assigned across multiple branches or channels as market needs dictate. BMO’s recruitment policy ensures direct application submission by candidates only, with no acceptance of unsolicited resumes from recruiters without a valid agency contract.

BMO’s purpose emphasizes making positive, lasting change for customers, communities, and employees. Support and resources are available for professional development from day one.