BMO U.S.

Bilingual

• Understands customer needs and provides credit and lending-related sales and service to BMO customers or prospects
• Advises customers on borrowing strategies and products that meet their objectives
• Fulfills sales and service activities for the customer in accordance with approved procedures
• Identifies and makes referrals to other business groups
• Works through various channels based on the market needs to deliver the desired customer experience and achieve overall business objectives
• May provide training and coaching to junior associates as needed
• Probes to understand customer needs and provides advice related to personal banking and borrowing strategies in the best interests of the customer
• Manages all transactional outcomes of customer contacts or defers to appropriate internal business groups
• Escalates complex or unresolved customer situations to managers as required
• Performs any required documentation to ensure customer’s requests are accurately processed
• Maintains current knowledge of personal banking and lending products, practices, and trends and integrates into customer conversations in a professional manner
• May research and investigate lending applications, following established processes
• Handles customer contacts in an informed, professional, and efficient manner
• Integrates marketing promotions and programs into customer conversations, where appropriate
• Maintains the confidentiality of customer and Bank information
• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering
• Adheres to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing reporting requirements, Financial Consumer Agency of Canada (FCAC) consumer provision requirements and Privacy Act provisions
• Makes credit decisions / recommendations in accordance with sound credit-granting principles and in compliance with Bank Policy & Procedures
• Uses authorized credit qualifications as needed to fulfill customer requests
• Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees
• Analyzes issues and determines next steps

Bilingual Specialist, Credit Card Lending

Client Services Representative

• Provides daily operational service support and ensures the delivery of exceptional client experiences.
• Resolves client problems in a prompt and effective manner, while ensuring that enhancement opportunities are identified and addressed or referred during client service interactions.
• Ensures that tickets are resolved per client’s expectations.
• Tracks collection of client service fees.
• Analyses client feedback, market trends, and competitive intelligence to provide actionable insights for strategic planning.
• Identifies process improvements to meet client needs more efficiently.
• Provides input into the planning and implementation of operational programs.
• Participates in audit and customer issues resolution corrects issues or escalates per guidelines.
• Implements high-impact service strategies that align with client business objectives, ensuring exceptional value and service delivery.
• Presents strategic reports to management, outlining key client trends, opportunities, and potential risks, along with recommendations for growth and improvement.
• Engages with clients to understand and diagnose service needs, ensuring concerns are addressed promptly and effectively.

Treasury Payment Solutions Client Service Associate

Director

• Works in collaboration with sales teams to set and adjust prices based on statistical models and customer psychology.
• Analyzes competitor pricing, assesses market share and margins, and tracks customer engagement to gain a complete picture of effective pricing strategies for product offerings and determine ideal target prices.
• Breaks down pricing structures and sales funnels of comparable competitor products and services to identify specific strategies used in developing pricing models.
• Presents analytical findings and recommendations to executives, marketing teams, and sales personnel to develop actionable strategies, tools, and techniques that drive sales and enhance marketing efforts.
• 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.
• Acts as a trusted advisor to senior leaders for making business decisions and implementing strategic initiatives.
• Develops an expert understanding of business/group challenges.
• Networks with industry contacts to gather competitive insights and best practices.
• Recommends measures to improve organizational effectiveness.
• May consult to or serve on various committees and task forces.
• Drafts strategic pricing plans and processes to improve existing product offerings.
• Helps determine business priorities and best sequence for execution of business/group strategy.
• Manages resources and leads the execution of strategic initiatives to deliver on business and financial goals.
• Develops the business case by identifying needs, analysing potential options and assessing expected return on investment.
• Recommends business priorities, advises on resource requirements, and develops roadmap for strategic execution.
• Builds effective relationships with internal/external stakeholders.
• Ensures alignment between stakeholders.
• Acts as the prime contact for internal/external stakeholder relationships, which may include regulators.
• Defines business requirements for analytics and reporting to ensure data insights inform business decision making.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Coordinates the management of databases; ensures alignment and integration of data in adherence with data governance standards.
• Develops and applies the framework for databases; oversees database management in adherence with data governance standards.
• Monitors and tracks performance, and addresses any issues.
• Designs and produces regular and ad-hoc reports, and dashboards.
• Leads change management programs of varying scope and type, including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.
• Leads the development of the communication strategy focusing on positively influencing or changing behaviour.
• Collaborates across BMO to develop communications strategies and ensure consistency of messaging, in order to positively influence or change behaviour.
• Leads the execution of operational programs; assesses and adapts as needed to ensure quality of execution.
• Analyzes competitor pricing and other data to compare similar products and services.
• Recommends opportunities based on market trends and industry conditions.
• Identifies and recommends or defines ideal pricing structures and sales funnels for a portfolio of products in collaboration with sales and marketing teams.
• Drafts or supports the drafting of strategic pricing plans and processes to improve existing product offerings.
• Creates reports reflecting metrics and project status, objectives, and barriers to relevant stakeholders.
• Operates at a group/enterprise-wide level and serves as a senior specialist resource across BMO.
• Influences how teams/groups work together.
• Applies expertise and thinks creatively to address unique or ambiguous situations and to find solutions to multiple, interdependent, complex problems.
• Communicates abstract concepts in simple terms.
• Fosters strong internal and external networks and works with and across multiple teams to achieve business objectives.
• Anticipates trends and responds by implementing appropriate changes.

Director – Pricing & Profitability

Vice President

• Cultivates, builds, and manages relationships with a portfolio of small business clients
• Applies professional consultative sales and business development practices
• Actively identifies opportunities and refers to BMO colleagues as appropriate
• Builds interdependent teams that collaborate across functional and operating groups
• Attracts, retains, and enables the career development of top talent
• Develops internal and external networks and referral sources
• Identifies prospective customers and cross-sells additional products and services

Vice President, Business Banking

Account Manager

• Provides advisory-based sales and relationship management to attract, retain and grow a portfolio of prospect and client relationships and deliver an exceptional client experience.
• Demonstrates an understanding of and care for the client through proactive delivery of holistic advice and solutions designed to meet the client’s specific financial planning needs.
• Coordinates and integrated team of subject matter experts to craft and execute creative solutions for the client.
• Monitors performance results at the regional, market and professional level; develops action plans to resolve gaps.
• Develops and executes the business development strategy, sales targets and the sales results for the assigned region.
• Develops internal and external networks and referral sources to grow business in the assigned portfolio / jurisdiction.
• Enhances presence in the marketplace by collaborating with other experts (e.g. internal team, outside attorneys, accountants) to create integrated business development plan.
• Addresses escalated sales or relationship management issues to ensure the retention of the business and provides the necessary strategic thinking to resolve the issue for the benefit of the client and the business relationship.
• Acts as a trusted advisor to senior leaders for making business decisions and implementing strategic initiatives.
• Develops an expert understanding of business/group challenges.
• Networks with industry contacts to gather competitive insights and best practices.

Regional Director, Private Wealth Partnerships

• Cultivates, builds, and manages relationships with small business clients
• Applies consultative sales and business development practices
• Develops and executes sales strategies to attract new business clients
• Coordinates the management of databases
• Follows security procedures and safeguards sensitive information
• Identifies risks and takes appropriate actions

Business Banking Relationship Manager – Trainee

Customer Support

• Delivering exceptional service to BMO customers and prospects
• Identifying customer needs and providing advice and guidance regarding financial solutions
• Working collaboratively within the branch and through various channels with BMO partners
• Supporting customer requests for banking services, including handling transactions and customer inquiries
• Offering advice and guidance on available digital and self-serve options
• Reviews customer profiles and engages customers in a needs-based conversation
• Contributes to meeting branch business results and the customer experience
• Supports operational activities (e.g. inventory management, escalated service requests)

Customer Service Representative

Financial Planning and Analysis

• Provides financial and investment planning and advice in collaboration with other team members
• Determines client needs and provides solutions through the sales of managed products and services
• Provides other solutions indirectly through referrals to business partners
• Supports the achievement of sales and performance targets for new asset sales
• Implements business development strategies to acquire new business
• Identifies opportunities during customer conversations to generate referrals
• Implements a relationship management plan in collaboration with the lead relationship manager
• Develops solutions and makes recommendations based on an understanding of the business strategy
• Conducts independent analysis and assessment to resolve strategic issues
• Coordinates and executes specific activities for the implementation of strategic initiatives
• Manages databases and provides support for analysis, forecasting and/or data visualization
• Breaks down strategic problems and analyses data and information to provide insights and recommendations

Financial Advisor

• Understands customer needs and provides credit and lending-related sales and service to BMO customers or prospects
• Advises customers on borrowing strategies and products that meet their objectives
• Fulfills sales and service activities for the customer in accordance with approved procedures
• Identifies and makes referrals to other business groups
• Works through various channels based on market needs to deliver the desired customer experience and achieve overall business objectives
• May provide training and coaching to junior associates as needed
• Probes to understand customer needs and provides advice related to personal banking and borrowing strategies in the best interests of the customer
• Manages all transactional outcomes of customer contacts or defers to appropriate internal business groups
• Escalates complex or unresolved customer situations to managers as required
• Performs any required documentation to ensure customer’s requests are accurately processed
• Maintains current knowledge of personal banking and lending products, practices, and trends and integrates into customer conversations in a professional manner
• May research and investigate lending applications, following established processes
• Handles customer contacts in an informed, professional, and efficient manner
• Integrates marketing promotions and programs into customer conversations, where appropriate
• Maintains the confidentiality of customer and Bank information
• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering
• Adheres to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing reporting requirements, Financial Consumer Agency of Canada (FCAC) consumer provision requirements and Privacy Act provisions
• Makes credit decisions / recommendations in accordance with sound credit-granting principles and in compliance with Bank Policy & Procedures
• Uses authorized credit qualifications as needed to fulfill customer requests
• Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees
• Analyzes issues and determines next steps

Bilingual Specialist, Credit Card

Program Manager

• Plays an integral role in the training, engagement and retention of student talent within Capital Markets.
• Manages the end-to-end process and workflow associated with the onboarding and training program.
• Tracks and reports on the progress of talent to ensure they have the tools they need to thrive in the organization.
• Plans and executes an end to end experience in partnership with CM Learning, Campus Recruitment, and business stakeholders.
• Fosters a culture aligned to BMO purpose, values and strategy.
• Builds effective relationships with internal/external stakeholders.
• Attracts, retains, and enables the career development of top talent.
• Supports the execution of strategic initiatives, includes tracking metrics and milestones.

Student Experience Program Manager, Capital Markets

Executive Assistant

• Performs a variety of administrative and clerical tasks, financial and human resources administration and provides professional support to one or more Managers and their direct reports.
• The role provides general offices services ensuring all administrative and operational processes and control standards are followed, while seeking to determine, develop, and participate in implementation of improvement opportunities, contributing to the effective and efficient operation of the business group.
• Establishes administrative support & reception best practices and ensures consistent adoption.
• Identifies, develops, recommends and implements cost saving opportunities and seeks approval for recommendations.
• Provides subject matter expertise and advice related to assigned strategic initiatives and act as relationship management for assigned initiatives.
• Builds effective relationships with internal/external stakeholders.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Gathers and formats data into regular and ad-hoc reports, and dashboards.
• Leads the planning, coordinating and implementing department events.
• Builds change management plans of varying scope and type; leads or participates in a variety of change management activities including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.
• Provides senior level administrative and operational support within a large, diverse team including one or more senior executives.
• May manage and supervise the day-to-day functions of an administrative team.
• Manages sensitive communications, Outlook inbox, reports, invoices, and related documents for the assigned Executive; maintains confidentiality.
• Tracks and distributes recognition awards on behalf of the Executive, as applicable.
• Resolves escalated issues.
• Leads the execution of administrative programs; assesses and adapts as needed to ensure quality of execution.
• Manages and monitors calendars and upcoming events.
• Dispatches meeting invitations, books meeting rooms and arranges for resources and other requirements in support of smooth and efficient meeting facilitation.
• Supports the coordination and implementation of department events.
• Develops and maintains a filing system; ensures business and operational reports, forms, and other documentation, paper or electronic, are readily available.
• Supports the development of tailored messaging, which may include writing, editing and distributing communications (e.g., correspondence, presentations, policies & procedures).
• Dispatches outgoing communications.
• Answers central phone line, responding to and resolving/escalating inquiries.
• Processes invoices for payment in adherence with documented processes and guidelines and vendor agreements.
• Prepares and logs departmental expense claims and reports.
• Tracks expenses to ensure they stay within budget.
• Makes travel arrangements, booking flight/hotel reservations as needed.
• Liaises with internal business units and external vendors and participates in the local coordination and implementation of premises and building related matters including incoming / outgoing staff and contractors, relocations, office planning and new furniture requirements while ensuring minimal interruptions to business operations.
• Maintains supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies.
• Ensures all vacation and absence scheduling is documented, takes into account critical business needs, follows guidelines, and is managed consistently across employees in the group; identifies scheduling conflicts for resolution.
• Coordinates training requirements for staff (research, booking, cancellations, confirmations, etc.).
• Collaborates with internal and external stakeholders in order to deliver on business objectives.
• Organizes work information to ensure accuracy and completeness.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently on a range of complex tasks, which may include unique situations.

• Facilitates growth for the Bank through business development and management of key client relationships.
• Maintains an outstanding and continuous record of significant revenue generation from sales and syndications.
• Acts as an escalation point for complex client issues, using strategic problem-solving to resolve conflicts and maintain strong client relationships.
• Leads the structuring of high-value, complex deals and credit approvals, ensuring alignment with client needs.
• Oversees credit approvals and drives pricing coordination, acting as primary client advocate.
• Drives negotiations for high-value, complex transactions and credit approvals.
• Manages high-value client portfolios, driving cross-selling, retention, and profitability.
• Implements cross-selling initiatives and successfully transitions opportunities into revenue-generating sales.
• Leads market coverage strategies to expand portfolios and identify opportunities.

RM Director

• Delivers exceptional service to BMO customers and prospects.
• Identifies customer needs and provides advice and guidance regarding financial solutions.
• Works collaboratively within the branch to deliver the desired customer experience.
• Supports customer requests for banking services, including handling transactions and customer inquiries.
• Engages customers in a needs-based conversation to identify potential opportunities.
• Contributes to meeting branch business results and the customer experience.
• Maintains current knowledge of personal banking products and regulatory requirements.