Personal Banking Associate

Role overview

Customer service and sales

• Welcome and guide lobby customers, explain digital and self-service options, and discuss banking services.
• Identify customer needs for everyday banking, credit cards, and personal banking products; recommend channels and relevant offers.
• Identify referral opportunities and deepen customer relationships with BMO partners.
• Meet customer transaction needs and contribute to branch business and customer experience results.

Branch operations and compliance

• Support inventory management, escalated service requests, application follow-up, filing, and branch opening and closing activities.
• Maintain accurate work information and current knowledge of personal banking products, marketplace trends, and the legal and regulatory environment.
• Follow risk, privacy, compliance, legal, and ethical requirements; identify and report suspicious activity that may relate to money laundering.
• Analyze issues, determine next steps, and escalate as needed.

Qualifications

• Typically 1–2 years of relevant experience and/or certification in a related field, or an equivalent combination of education and experience; related certification is desirable.
• Some experience in consultative customer service or sales and a drive to deliver a personal customer experience.
• Basic knowledge of specialized sales and business banking solutions for customer referrals.
• In Canada, investment-product registration must be completed or in progress and completed within 12 months, as appropriate for the jurisdiction.
• Experience using social media, tablets, smartphones, online tools, and applications.

Skills and capabilities

• Strong interpersonal, verbal and written communication, organization, collaboration, analytical, and problem-solving skills.
• Ability to approach customers confidently and contribute in a consultative, results-focused team environment.

Work schedule

• May work at multiple branches or through various channels based on market needs; workdays, hours, and shifts may vary.

Compensation

• The stated salary range is $35,500 to $65,000; pay type is salaried, with no cadence specified.
• Compensation may vary by location, skills, experience, education, and qualifications; some roles may include commission, incentives, bonuses, or other rewards.