1159 Eight Street
Job Family Group:
Retail Banking Sales & Service
Thank you for your interest in BMO Financial Group. We are
currently working towards providing a better candidate experience
by including all of our job descriptions in both English and
French. In the meantime, if this role is located in Quebec and/or
New Brunswick please reference the French job description available
below the English version. Otherwise please see the job description
below in English as per federal language requirements.
Nous vous remercions pour votre intrt l'gard de BMO Groupe
financier. Nous travaillons actuellement offrir une meilleure
exprience aux candidats en publiant toutes nos descriptions de
poste en franais et en anglais. Entre-temps, si ce poste est affich
au Qubec ou au Nouveau-Brunswick, veuillez consulter la description
de poste en franais disponible sous la version anglaise. Autrement,
veuillez consulter la description de poste ci-dessous en anglais,
conformment aux exigences fdrales en matire de langues.
As a high performing team member of the Retail Banking team, the
Customer Experience Representative (CER) is accountable for
delivering superior customer service that defines great customer
experience at all times. CERs support the servicing and operations
of the branch and team including new-to-role peer coaching and
training, projects as assigned, monitoring of work, and support to
branch management. The Customer Experience Representative is a back
up to the Bank Manager/Service Manager on operations/servicing on
an as needed basis and should assist with day-to-day administration
of branch operations responsibilities performed by the branch
By proactively identifying customer needs and initiating
referrals to appropriate team members, or processing basic customer
sales, this role will contribute to the results and the overall
experience delivered in the branch. As a digital leader and
advocate, the Customer Experience Representative will contribute to
the ongoing improvement of the overall customer experience by
helping customers understand, adopt and experience the benefits of
BMOs ATM and digital banking capabilities.
- Service Team Performance
- Superior Customer Service that Defines Great Customer
- Product Knowledge and Referral Development (Simplicity,
Guidance, and Know-How)
- Digital Awareness and Advocacy
- Risk Management
Service Team Performance
Exhibits effective follow through and ownership in every
Provides peer mentor support to new Customer Experience
Representatives or other branch team members, as applicable.
Accepts and processes customer transactions accurately and
Demonstrates the necessary skills to understand and execute
transactions, migrates customers to digital solutions, proactively
identifies customer needs and refers to BMO Harris business
Assists Branch Leadership (Bank Manager or Service Manager) with
maintaining and monitoring daily schedules/assignments, and other
operational scheduling, leveraging the Branch Activity Board.
Participates in team building activities and training relative
to all operational and sales policies, practices and procedures,
problem solving and sensitive customer servicing issues.
Ensures customer experience excellence through professional and
- Ensures operational effectiveness execution by leveraging the
Retail Risk and Operations Playbook.
Superior Customer Experience
Provides lobby management (greet, direct and service).
Proactive customer outreach through outbound calling
Exemplifies Brilliant At The Basics in all customer
Provides professional and courteous service in providing a wide
variety of day-to-day and special customer service transactions, as
well as greets all customers promptly and pleasantly.
Proactively guides customers to digital solutions that help
simplify the customer experience and maximize digital adoption
among customer base.
Supports professional bank image by ensuring care for the branch
environment and professional appearance, and ensures name tags and
date placards are always displayed.
Attends and participates in branch meetings
- Performs additional duties as assigned.
Product Knowledge, Sales and Referral Development
Proactively identifies customer needs and matches needs with
appropriate product or service, utilizing opportunities to suggest
or cross-sell other bank products and services.
Makes qualified referrals to other team members including other
lines of business.
Meets or exceeds all personal referral goals as defined.
Participates in all training relative to bank products and
Supports banks community involvement and participates in
community activities as appropriate.
- Completes sale of simple, non-complex products (i.e., not
backed by a home) resulting from referrals, leads and max
Digital Awareness and Advocacy
Stays current on BMO Harris digital and self-service banking
Informs and helps educate customers on relevant digital and
self-service options, with the goal of making it simple and
convenient to bank with BMO.
Demonstrates how to complete routine servicing activities using
available technology to activate and enroll customers in Digital
Banking or refer to a Retail Relationship Banker for enrollment
and/or activation when necessary.
- Proactively identifies customer need and g uides customers to
available self-service options as part of lobby leadership.
Identifies risks associated with regulatory compliance, and Bank
Secrecy Act .
Adheres to all bank policies, directives and procedures.
Ensures all necessary documentation is completed for all
Maintains the maximum of $15,000 in Customer Experience
Representatives cash drawer
Receives and verifies vault shipments following directives and
Adheres to securing banks assets, such as own cash drawer and
following dual control
Assists/supports Bank Manager and/or Service Manager with branch
assessment preparation and results.
Adhere to the Banks Conflict of Interest Policy
- Supports bank management with administration of branch
operations, including completion of audits, maintaining joint
custody and processing of internal entries.
Personal bank products and services, commercial deposit
Regulatory compliance knowledge, sales experience a plus
Knowledge and ability to complete retail banking operational
audits and attestations
Customer experience skill
Knowledge of the banks directives and procedures
- Strong communication skills
- Preferred, not required:
- High school diploma or equivalent
- Minimum 1 3 years of financial or related work experience
- Bank Secrecy Act (BSA) experience
Tech Savviness/Digital Leadership:
- Comfortable using, advising on, and engaging customers in
digital and other innovative forms of banking
Openness and Adaptability to change:
- Ability to adapt to rapid advancements in technology, and the
changing nature of the banking environment. Open to learning and
adopting new technology and/or ways of working.
We're here to help
At BMO Harris Bank 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
As a member of the BMO Harris Bank 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.bmoharris.com.
BMO Harris Bank 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. BMO Harris
Bank N.A. is an equal opportunity/affirmative action employer. All
qualified applicants will receive consideration for employment
without regard to sex, gender identity, sexual orientation, race,
color, religion, national origin, disability, protected Veteran
status, age, or any other characteristic protected by law.
Accommodations are available on request for candidates taking part
in all aspects of the selection process. To request accommodation,
please contact your recruiter.