Mortgage Retention Specialist – Inbound

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 expand share of wallet.

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

• Recognize and refer opportunities to other business divisions.

• Propel sales processes through inbound and outbound customer contact during mortgage renewals by exploring comprehensive home financing options.

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

• Oversee transactional outcomes of customer interactions or channel them to the appropriate teams.

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

• Investigate customer needs regarding mortgage renewal, investment, and financing alternatives, providing advice that serves the customer's best interests.

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

• Collaborate with both internal and external stakeholders to achieve business objectives.

• Refer complicated or unresolved customer matters to management.

• Complete documentation to ensure accurate processing of customer requests.

• Conduct research and assessment of lending applications according to established protocols.

• Uphold the confidentiality of customer and Bank information.

• Successfully handle complex and varied tasks within defined rules and limits, including escalations from other staff members.

• Evaluate issues and determine subsequent actions.

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

• Undertake broader responsibilities or accountabilities as assigned.

⛳️ 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.

• Familiarity with personal lending and home financing products.

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

• Insight into contact center operational procedures and policies.

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

• Specialized expertise.

• Strong verbal and written communication abilities.

• Excellent organizational skills.

• Effective collaboration and team skills.

• Proficient analytical and problem-solving capabilities.

• Capacity to maintain the confidentiality of customer and Bank information.

• Compliance with regulatory and legal requirements, including Anti-Money Laundering and Terrorist Financing reporting obligations, Financial Consumer Agency of Canada consumer provision standards, and Privacy Act regulations.

• Up-to-date knowledge of personal banking and lending products, practices, and trends.

🏝️ 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.

• Managerial support and networking opportunities.

• Tools and resources to achieve new milestones.

• Accommodations available upon request during the selection process.