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About the Role

Guides, directs, and coaches employees to deliver exceptional service to BMO customers and prospects. Understands customer needs to provide sales and service in their best interests. Advises customers on products and strategies, identifies referrals, and supports sales and service activities to meet strategic goals. Fosters a culture aligned to BMO purpose, values, and strategy, role-modeling BMO values and behaviors. Ensures alignment between values and behaviors that foster diversity and inclusion. Connects work to BMO's purpose, sets inspirational goals, defines clear outcomes, and ensures accountability. Builds interdependent teams that collaborate across groups to create stakeholder value. Attracts, retains, and enables career development of top talent. Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance. Probes to understand customer needs and integrates marketing promotions into conversations to provide strategic advice. Coordinates service requests and problem resolution processes to meet or exceed customer expectations. Develops and maintains a community network to enhance visibility and build referrals. Supports community involvement and participates in activities. Resolves customer issues using knowledge of bank services, products, and processes. Fulfills sales and service activities in accordance with approved procedures. Provides input into business and market plans to optimize opportunities. Establishes relationships with business partners to maintain knowledge of interdependent systems and policies. Reviews results and performance measures against plans to address gaps and develop plans. Analyzes data to provide insights and recommendations. Provides technical training and support to branch employees. Manages transactional outcomes or defers to appropriate groups. Resolves complex or unresolved customer situations. Maintains current knowledge of personal banking and credit card industries, practices, and trends. Builds effective relationships with stakeholders. Maintains confidentiality of customer and Bank information. Identifies and reports suspicious activity. Complies with all legal and regulatory requirements. Thinks creatively and proposes new solutions. Exercises judgment to identify, diagnose, and solve problems. Works mostly independently. Takes measured risks while protecting the bank by applying the Risk Management Framework.

Responsibilities

Guides, directs, and coaches employees to deliver exceptional service to BMO customers and prospects.
Understands the needs of BMO customers or prospects to provide sales and service in the best interests of the customer.
Advises customers on products and strategies that meet their financial objectives.
Identifies and makes referrals to other business groups.
Supports sales and customer service activities to meet strategic customer experience and profitability goals in compliance with legal and regulatory requirements and the Bank’s policies and processes.
Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do.
Ensures alignment between values and behaviour that fosters diversity and inclusion.
Regularly connects work to BMO's purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through.
Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.
Attracts, retains, and enables the career development of top talent.
Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance.
Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic advice in the best interests of the customer.
Coordinates service requests and problem resolution processes to ensure accurate completion and follow-up that meets or exceeds customer expectations, or escalates for resolution.
Develops and maintains a network in the community to enhance the Bank’s visibility and builds a strong referral source for new potential business.
Supports the Bank’s community involvement and participates in community activities.
Resolves customer related issues using knowledge of bank services, products, and processes.
Fulfills sales and service activities for the customer in accordance with approved procedures.
Provides input into area business and market plans to optimize new and existing business opportunities within the community.
Establishes relationships with business partners (e.g. CDC, MasterCard, Symcor, etc.) to maintain knowledge of interdependent systems and related policies and procedures.
Reviews results and performance measures against plans and standards (e.g. sales targets, service targets, referral targets) to address gaps and develop plans.
Analyzes data and information to provide insights and recommendations.
Provides technical training and support to branch employees to maintain operational and sales effectiveness and recommends improvements.
Manages transactional outcomes for customer calls or defers to appropriate internal business groups.
Resolves complex or unresolved customer situations or escalates to the next higher manager for resolution.
Maintains current knowledge of personal banking and credit card industries, practices, and trends and integrates into customer conversations.
Builds effective relationships with internal/external stakeholders.
Maintains the confidentiality of customer and Bank information.
Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
Complies with all legal and regulatory requirements for the jurisdiction.
Thinks creatively and proposes new solutions.
Exercises judgment to identify, diagnose, and solve problems within given rules.
Works mostly independently.
Broader work or accountabilities may be assigned as needed.
Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.

Requirements

Typically between 3 - 5 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
1-3 years of banking or customer service/sales or equivalent experience.
Previous supervisory or management experience - preferred.
General knowledge of retail banking products and services.
General knowledge of applicable regulations, audit standards, and related policies, procedures, and directives.
Working knowledge of competitive marketplace and trends in product offerings.
Working knowledge of branch operational processes and policies.
Working knowledge of branch technologies, processes, and performance metrics.
Specialized knowledge from education and/or business experience.

Skills

Verbal & written communication skills - In-depth
Collaboration & team skills - In-depth
Analytical and problem solving skills - In-depth
Influence skills - In-depth

Location

101 Fanshawe Park Rd E, Unit 3

Work Type

Salaried

Experience Level

3-5 years relevant experience
1-3 years banking or customer service/sales experience
Previous supervisory or management experience - preferred

Education Level

Post-secondary degree in related field of study or equivalent combination of education and experience

Salary/Compensations

$43,200.00 - $80,300.00

Benefits

Health insurance
Tuition reimbursement
Accident and life insurance
Retirement savings plans

About the Company

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world. As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.
BMO is a leading bank driven by a single purpose: to Boldly Grow the Good in business and life. Everywhere we do business, we’re focused on building, investing and transforming how we work to drive performance and continue growing the good.
We’re proud to be fueling growth and expanding possibilities for individuals, families and businesses. More than 12 million customers count on us for personal and commercial banking, wealth management and investment services. As the 8th largest bank in North America by assets, we provide personal and commercial banking, wealth management and investment services to more than 12 million customers. In Canada, the United States and across the globe, we’ll continue to build, invest and transform to drive performance that serves the good that grows.

Equal Opportunity

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.