Mortgage Retention Specialist

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

📋 Description

• Offer expert guidance on mortgage renewal and financing requirements, products, and solutions to enhance and maintain share of wallet.

• Execute sales and service activities for clients by adhering to approved procedures.

• Generate inbound and outbound mortgage-renewal sales contacts by thoroughly exploring home financing options.

• Incorporate marketing promotions and initiatives into discussions with customers.

• Oversee transactional outcomes or direct customers to the appropriate teams.

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

• Assess customer needs concerning mortgage renewals, investments, and financing options, providing advice that serves the customers' best interests.

• Manage customer interactions professionally and efficiently.

• Collaborate with both internal and external stakeholders.

• Escalate complex or unresolved customer issues to management.

• Finalize documentation to accurately fulfill customer requests.

• Investigate and research lending applications as required.

• Uphold the confidentiality of customer and Bank information.

• Comply with regulatory and compliance standards.

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

• Complete complex and varied tasks while managing escalations from fellow employees.

• Analyze issues and identify next steps.

• Implement BMO’s Risk Management Framework and make risk-informed decisions in alignment with business strategy and relevant policies, laws, and regulations.

⛳️ Requirements

• Preferably 2–3 years of relevant experience and/or certification in a related field of study or an equivalent combination of education and experience.

• Understanding of personal lending and home financing products.

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

• Familiarity with contact centre operational processes and policies.

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

• Specialized knowledge in relevant areas.

• Excellent verbal and written communication skills.

• Strong organizational abilities.

• Effective collaboration and teamwork skills.

• Proficient analytical and problem-solving capabilities.

• Awareness of Anti-Money Laundering and Terrorist Financing reporting requirements.

• Understanding of the Financial Consumer Agency of Canada’s consumer provisions and Privacy Act regulations.

🏝️ Benefits

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.

• Performance-based incentives.

• Discretionary bonuses.

• Comprehensive training and coaching.

• Support from management.

• Opportunities for networking.

• Access to tools and resources to achieve new milestones.

• Accommodation available during the selection process.