Home Advisor

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 or potential clients.

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

• Execute sales and service tasks following established procedures.

• Recognize and refer clients to other business units as necessary.

• Utilize various channels to provide the desired customer experience and meet business goals.

• Offer training and support to junior associates when required.

• Investigate to grasp customer needs and deliver personal banking and borrowing strategy guidance.

• Oversee transactional results of customer interactions or refer to the relevant internal business groups.

• Elevate complex or unresolved customer issues to management.

• Ensure customer requests are accurately processed by completing necessary documentation.

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

• Conduct research and evaluate lending applications according to established protocols.

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

• Incorporate marketing promotions and initiatives into customer discussions.

• Safeguard the confidentiality of customer and Bank information.

• Detect and report any suspicious activities related to money laundering.

• Comply with regulatory and compliance standards, including AML, anti-terrorist financing, FCAC, and Privacy Act regulations.

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

• Utilize authorized credit criteria to fulfill customer requests.

• Complete intricate and varied tasks within set rules and limits.

• Assess issues and determine subsequent actions.

• Implement BMO's Risk Management Framework and make informed, risk-aware decisions that align with business strategy, policies, laws, and regulations.

⛳️ Requirements

• Generally, 2 to 3 years of relevant experience.

• A post-secondary degree in a related field is preferred or an equivalent 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 processes and policies.

• Knowledge of call center technology, processes, and performance metrics.

• Term Investment Qualified (if required).

• Specialized knowledge in relevant areas.

• Strong verbal and written communication abilities.

• Effective organizational skills.

• Excellent collaboration and teamwork capabilities.

• Proficient analytical and problem-solving skills.

🏝️ Benefits

• Commission structure.

• Performance-based incentives.

• Discretionary bonuses.

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.

• Comprehensive training and coaching.

• Support from management.

• Opportunities for networking.

• Tools and resources to achieve new goals.

• Accommodations available upon request for candidates participating in all aspects of the selection process.