Flexibility to work extended hours and/or weekends, is required

Ability to fluently communicate in other languages would be a benefit

This position is a fully on-site role, and the working hours are Monday to Friday 12:30-9:00 EST.

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.

Collaborates with BMO partners to identify referral opportunities that further grow the customer's relationship with BMO beyond personal banking.

Welcomes and guides customers as they walk into the branch lobby, and offers advice and guidance on available digital and self-serve options with the goal of making it easy, simple, and fast to bank with BMO.

As a lobby leader, assists in conducting client conversations about banking services to recommend alternative banking channels and provide personal banking and investment advice.

Meets customer transaction-based needs with seamless execution.

Reviews customer profiles and engages customers in a needs-based conversation to identify potential opportunities and address everyday banking plans and credit card needs.

Contributes to meeting branch business results and the customer experience.

Supports operational activities (e.g. inventory management, escalated service requests, following up on customer applications, filing, opening and closing activities).

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 ensure we safeguard our customers’ assets, maintain their privacy, and act in their best interest.

Keeps current with the wider financial services marketplace, the legal and regulatory setting, and our commitment to uphold the highest ethical requirements of our industry.

Maintains current knowledge of personal banking products, practices, and trends and integrates into customer conversations.

Identifies and reports suspicious patterns of activity that are 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 & diverse tasks within given rules/limits.

Analyzes issues and determines next steps; escalates as required.

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.

Qualifications

Typically between 1 – 2 years of relevant experience and/or certification in related field of study desirable or an equivalent combination of education and experience.

Canada only: Registration to sell investment products completed or in progress (must be completed within 12 months) - as appropriate for the jurisdiction.

Confident and experienced in the use of social media, tablets, Smart phones, online tools, and applications.

Some experience in a consultative customer service or sales roles, with a drive to deliver a personal customer experience.

Basic knowledge of specialized sales and business banking solutions to refer to specialists.

Passionate commitment to helping customers.

Drive to deliver a personal customer experience.

A focus on results and the 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 and connections with customers.

An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.

Basic specialized knowledge.

Verbal & written communication skills - Good.

Organization skills - Good.

Collaboration & team skills - Good.

Analytical and problem solving skills - Good.

Supports the service delivery, development, and execution of physical security programs, policies, and practices to minimize the potential impact of criminal risk and ensure a satisfactory level of security, fire, and life safety protection in locations / buildings across the enterprise.

Develops solutions and makes recommendations based on an understanding of the business strategy and stakeholder needs.

Provides advice and guidance to assigned business/group on implementation of solutions.

Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.

Assists in the development of strategic plans.

Builds effective relationships with internal/external stakeholders.

Ensures alignment between stakeholders.

Breaks down strategic problems, and analyses data and information to provide insights and recommendations.

Monitors and tracks performance, and addresses any issues.

Participates in defining the communication plan designed to positively influence or change behaviour; develops tailored messaging; and identifies appropriate distribution channels.

Participates in defining change management plans of varying scope and type; may include a variety of change management activities including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.

Ensure that building emergency measures, operating procedures and contingency plans are in place and up to date.

Supports the development and promotion of a building program.

Provides input into the planning and implementation of operational programs.

Leads contingent talent recruiting, resource planning, onboarding and off boarding activities.

Schedules, manages workflow/workload and coaches team members.

Promotes continuous improvement/cost effectiveness of business processes and procedures.

Evaluates circumstances requiring exceptions and engages senior management for resolution where required.

Resolves or escalates complex and or sensitive security concerns/issues raised by employees/team members and business partners/customers.

Identifies business needs, designs/develops tools and training programs; may include delivery of training to audiences.

Acts as the day to day contact for vendors; supports the implementation, maintenance, and sustainment of vendor solutions.

May represent BMO at various industry forums.

Collaborates in the delivery of day to day operational processes, program management activities and administrative tasks to support the people and property protection programs to achieve business results and deliver the intended employee experience.

Executes procedures, processes and tasks (e.g. monitoring access to premises, service requests and transactions, administer and validate system access reports/lists, etc.) within relevant service level agreements; identifies gaps/issues and escalates as required.

Provides a consistent and exceptional stakeholder experience, maximizes employee productivity, enforces internal / external control standards and minimizes risk.

Collaborates with internal and external stakeholders in order to deliver on business objectives. External stakeholders may include law enforcement, building landlords, physical security vendors/security guards, contacts at other financial institutions, etc.

Communicates and reinforces principles, programs, process, and standards and communicates openly and regularly about business issues.

Participates in the design, development, implementation, and management of core processes.

Improves operational methods and workflows by identifying, recommending and implementing process improvement initiatives.





Develops knowledge related to operations specialty. Fully understands and practices operating procedures/emergency procedures and supports communication and implementation of them.

Organizes work information to ensure accuracy and completeness.

Analyzes data and information to provide insights and recommendations.

Gathers and formats data into regular and ad-hoc reports, and dashboards.

Ensures all security equipment and systems are operating in accordance with operating procedures and escalates all problems/issues to management.

Responds and provide support for urgent/emergency situations after normal business hours.

Focus may be on a business/group.

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.

Qualifications

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.

Knowledge of the business/group processes/procedures– In-depth.

Experience in managing Building Security.

Knowledge of Health & Safety workplace requirements.

Knowledge of the operation / maintenance of building security equipment.

PC skills (MS Word, Excel, PowerPoint) – Working.

Time management skills – Very positive.

Specialized knowledge from education and/or business experience.

Verbal & written communication skills - In-depth.

Collaboration & team skills - In-depth.

Analytical and problem solving skills - In-depth.

Influence skills - In-depth.

Salary
$45,500.00 - $84,500.00

Pay Type
Salaried

The above represents BMO Financial Group’s pay range and type.

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 number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us
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 https://jobs.bmo.com/ca/en

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.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.

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📌 Personal Banking Associate (Alberta)
🏢 BMO
📍 Alberta