Mortgage Retention Specialist

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

📋 Description

• Proactively offer expert guidance on mortgage renewal and financing needs, products, and solutions to enhance and retain customer share of wallet.

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

• Identify opportunities and refer clients to other business units as necessary.

• Navigate various channels based on market demands to provide the desired customer experience and meet business goals.

• Lead the sales process for incoming and outgoing customer communications regarding mortgage renewal by exploring comprehensive home financing options.

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

• Oversee transactional results of customer interactions or direct them to the appropriate teams.

• Negotiate home financing rates while ensuring customers feel valued and that transactions remain profitable.

• Inquire to grasp customer needs related to mortgage renewal, investment, and financing alternatives, and offer advice that prioritizes the customer's best interests.

• Manage customer interactions with knowledge, professionalism, and efficiency.

• Partner with internal and external stakeholders to achieve business objectives.

• Refer complex or unresolved customer issues to management as necessary.

• Complete documentation to guarantee that customer requests are processed accurately.

• Research and assess lending applications following established protocols when needed.

• Uphold the confidentiality of customer and Bank information.

• Comply with regulatory and compliance standards, including Anti-Money Laundering and Terrorist Financing reporting, FCAC consumer provisions, and Privacy Act provisions.

• Stay informed about personal banking and lending products, practices, and trends, integrating this knowledge into customer interactions.

• Complete a variety of complex tasks within set rules and limits, including handling escalations from other employees.

• Analyze challenges and determine subsequent actions.

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

• Undertake broader responsibilities or accountabilities as assigned.

⛳️ Requirements

• Preferably 2 to 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 landscape and trends in product offerings.

• Familiarity with contact center operational processes and policies.

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

• Specialized knowledge in the field.

• Good verbal and written communication skills.

• Good organizational skills.

• Good collaboration and teamwork abilities.

• Good analytical and problem-solving skills.

• Flexibility to work 37.5 hours per week.

• Availability from Monday to Friday during Eastern hours, 9 AM to 8 PM, and Saturday from 10 AM to 6 PM on a rotating basis every four weeks.

• Initial working hours for the first year are 12 PM to 8 PM through a shift bidding process.

🏝️ Benefits

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.

• Performance-based incentives.

• Discretionary bonuses.

• Additional perks and rewards.

• Comprehensive training and coaching.

• Manager support and networking opportunities.

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