Credit Card Lending Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Comprehend customer requirements and deliver credit and lending-related sales and services to BMO clients and potential customers.

• Guide clients on borrowing strategies and products that align with their financial goals.

• Execute sales and service tasks following established procedures.

• Identify and direct clients to other business divisions as necessary.

• Utilize various channels to enhance the customer experience and meet business targets.

• Provide training and mentorship to junior team members as required.

• Probe to fully understand customer needs and offer personalized banking and borrowing strategy advice.

• Oversee transactional outcomes of customer interactions or escalate to the appropriate internal departments.

• Refer complex or unresolved customer issues to management.

• Ensure accurate documentation to process customer inquiries effectively.

• Stay updated on personal banking and lending products, practices, and market trends.

• Research and evaluate lending applications in accordance with established protocols.

• Manage customer communications in a knowledgeable, professional, and efficient manner.

• Incorporate marketing promotions and initiatives into customer discussions where suitable.

• Uphold the confidentiality of customer and bank information.

• Detect and report any suspicious activities that may relate to money laundering.

• Make credit decisions or recommendations based on sound credit-granting principles and bank policies.

• Utilize authorized credit qualifications to address customer requests.

• Complete complex and varied tasks within set rules and guidelines.

• Analyze issues and determine appropriate next steps.

• Apply BMO’s Risk Management Framework and make informed, risk-aware decisions that align with business strategies, policies, laws, and regulations.

• Undertake additional responsibilities or accountabilities as assigned.

⛳️ Requirements

• Generally 2–3 years of relevant experience.

• A post-secondary degree in a related field is preferred, or a comparable combination of education and experience.

• Familiarity with personal lending and home financing products.

• Awareness of the competitive landscape and trends in product offerings.

• Understanding of contact center operational procedures and policies.

• Knowledge of call center technologies, processes, and metrics.

• Term Investment Qualified, as necessary.

• Specialized expertise.

• Strong verbal and written communication abilities.

• Excellent organizational skills.

• Effective collaboration and teamwork skills.

• Strong analytical and problem-solving abilities.

• Compliance with regulatory and legal requirements, including Anti-Money Laundering and Terrorist Financing reporting obligations, Financial Consumer Agency of Canada consumer provision standards, and Privacy Act guidelines.

🏝️ Benefits

• Health insurance.

• Tuition reimbursement.

• Accident insurance.

• Life insurance.

• Retirement savings plans.

• Performance-based incentives.

• Discretionary bonuses.

• Additional perks and rewards.

• Comprehensive training and coaching.

• Support from management.

• Opportunities for networking.

• Accommodations available upon request during the selection process.