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 customer engagement.

• Carry out sales and service functions for clients by adhering to established protocols.

• Recognize opportunities and refer clients to other business divisions.

• Utilize various channels to provide an exceptional customer experience and meet organizational goals.

• Manage both inbound and outbound sales processes related to mortgage renewal by exploring comprehensive home financing alternatives.

• Incorporate relevant marketing initiatives and promotions into discussions with customers.

• Oversee transactional results or direct customers to the appropriate departments.

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

• Inquire to comprehend customer requirements regarding mortgage renewal, investments, and financing options; offer guidance that serves customers' best interests.

• Interact with customers in a professional, efficient, and knowledgeable manner.

• Collaborate with both internal and external partners.

• Refer complex or unresolved customer issues to management.

• Complete necessary documentation for accurate processing of customer inquiries.

• Conduct research and review lending applications as needed.

• Ensure the confidentiality of customer and bank information.

• Comply with regulatory and compliance standards, including AML/ATF reporting, FCAC consumer provisions, and Privacy Act requirements.

• Stay informed about personal banking and lending products, practices, and market trends.

• Manage intricate and varied tasks, addressing escalations from colleagues.

• Evaluate issues and determine subsequent actions.

• Implement BMO’s Risk Management Framework and make informed, risk-aware decisions that align with business strategy and regulatory guidelines.

⛳️ Requirements

• Preferred experience of 2 to 3 years in a related field or relevant certification, or an equivalent mix of education and experience.

• Understanding of personal lending and home financing products.

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

• Familiarity with contact center operational processes and policies.

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

• Specialized expertise in relevant areas.

• Strong verbal and written communication abilities.

• Well-organized with effective organizational skills.

• Collaborative team player with good interpersonal skills.

• Proficient analytical and problem-solving capabilities.

• Fluent in both French and English.

• Ability to assist clients and colleagues within and outside the province of Quebec.

🏝️ Benefits

• Performance-based incentives

• Discretionary bonuses

• Additional perks and rewards

• Health insurance

• Tuition reimbursement

• Accident and life insurance

• Retirement savings plans

• Comprehensive training and coaching

• Support from management

• Opportunities for networking and relationship building

• Access to tools and resources for achieving new milestones

• Accommodations available upon request during the selection process