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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 customer experience and profitability goals.
Responsibilities
- Fosters a culture aligned to BMO purpose, values and strategy.
- Ensures alignment between values and behaviour that fosters diversity and inclusion.
- Connects work to BMO's purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability.
- Builds interdependent teams that collaborate across functional and operating groups.
- 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.
- Develops and executes a branch business plan to maximize business growth and wallet share.
- Contributes to business objectives by conducting sales calls, establishing a personal referral network, and other business development activities.
- Probes to understand customer personal banking and credit card needs and integrates marketing promotions into customer conversations.
- Conducts cold calls to prospective customers.
- Develops and maintains a network in the community to enhance the Bank’s visibility.
- Supports the Bank’s community involvement and participates in community activities.
- Maintains a high-touch relationship with key branch customers and prospects.
- 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.
- Builds the business plan for the branch.
- Influences and negotiates to achieve business objectives.
- Identifies emerging issues and trends to inform decision-making.
- Implements, reviews, and revises work plans.
- Helps determine business priorities and best sequence for execution of business/group strategy.
- Conducts independent analysis and assessment to resolve strategic issues.
- Ensures alignment between stakeholders.
- Establishes relationships with business partners to maintain knowledge of interdependent systems and related policies and procedures.
- Monitors sales and service performance against plan to identify gaps, issues, and best practices, and develop and implement action plans.
- Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
- Communicates goals, plans, and assignments to achieve financial and customer service goals.
- Leads the implementation of new programs, products and processes within the branch.
- Coordinates the implementation of national and regional sales and service initiatives.
- Monitors the service request and problem resolution processes for adherence to national standards.
- Provides technical training and support to branch employees.
- Plans and controls unit operating expenses in accordance with forecasts.
- 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.
- Maintains current knowledge of personal banking and credit card industries, practices, and trends.
- 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.
- Exercises judgment to identify, diagnose, and solve problems within given rules.
- Works independently on a range of complex tasks, which may include unique situations.
- Broader work or accountabilities may be assigned as needed.
- Takes measured risks while protecting the bank by applying our Risk Management Framework.
Requirements
- Typically between 4 - 6 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
- Previous supervisory or management experience - preferred.
- In-depth knowledge of retail banking products and services.
- Advanced 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.
- Working knowledge of applicable regulations, audit standards, and related policies, procedures, and directives.
- Technical proficiency gained through education and/or business experience.
- 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 for this position.
- Restrictions on performing in a real estate agent capacity.
Skills
- Verbal & written communication skills - In-depth.
- Collaboration & team skills - In-depth.
- Analytical and problem solving skills - In-depth.
- Influence skills - In-depth.
- Data driven decision making - In-depth.
Location
- 2288 Westborough Blvd.
Work Type
- Salaried
Experience Level
- 4 - 6 years of relevant experience
Education Level
- Post-secondary degree in related field of study or an equivalent combination of education and experience.
Salary/Compensations
- $65,000.00 - $140,000.00
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.
- To find out more visit us at http://jobs.bmo.com/us/en
Equal Opportunity
- BMO is proud to be an equal employment opportunity employer. We evaluate applicants without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other legally protected characteristics. We also consider applicants with criminal histories, consistent with applicable federal, state and local law.
- BMO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to BMOCareers.Support@bmo.com and let us know the nature of your request and your contact information.