Mortgage Retention Specialist

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

📋 Description

• Offer specialized guidance on mortgage renewal and financing requirements, products, and solutions to increase wallet share.

• Execute sales and service tasks for clients by adhering to established procedures.

• Recognize and refer opportunities to other business divisions.

• Propel inbound and outbound mortgage renewal sales by exploring comprehensive home financing alternatives.

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

• Oversee transactional outcomes or direct customers to the relevant departments.

• Negotiate home financing rates while ensuring customer satisfaction and profitable transactions.

• Assess customer needs regarding mortgage renewal, investment, and financing options, providing advice that prioritizes their best interests.

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

• Collaborate with both internal and external partners.

• Elevate complex or unresolved customer issues to management.

• Complete necessary documentation to accurately fulfill customer requests.

• Investigate and analyze lending applications in accordance with established protocols.

• Uphold the confidentiality of customer and Bank information.

• Comply with regulatory and compliance standards, including anti-money laundering, terrorist financing, FCAC consumer provisions, and Privacy Act requirements.

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

• Manage complex and varied tasks within defined rules and limits, including escalations from other team members.

• Evaluate issues and determine appropriate next steps.

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

• Undertake additional responsibilities or tasks as assigned.

⛳️ Requirements

• Ideally, 2 to 3 years of relevant experience and/or certification in a related field of study, 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.

• Specialized expertise.

• Proficient verbal and written communication skills.

• Strong organizational skills.

• Good collaboration and teamwork abilities.

• Competent analytical and problem-solving skills.

🏝️ Benefits

• Performance-driven incentives

• Discretionary bonuses

• Additional perks and rewards

• Health insurance coverage

• Tuition reimbursement options

• Accident and life insurance

• Retirement savings plans

• Comprehensive training and coaching

• Support from management

• Opportunities for networking

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